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CONFERENCE PROGRAMME
DAY 1, June 5, 2012
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| 1 |
Opening Remarks And Conference Aims
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| 2 |
Keynote - Free To All : Social Media & Customer Service – How Should The Call Centre Be Involved?
Simon Rustom, Managing Director, Customer Consulting Ltd, UK
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| 3 |
The Case Of The Call Centre That Couldn’t: How To Quickly Rectify An Underperforming Call Centre?
Mr. Phil Anderson, Consultant, Professional Planning Forum, UK
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Myths & Mistakes In The Call Centre. Why Not Applying Key Call Centre Concepts Appropriately Will Cause Unfortunate & Counter-Productive Results
Mr. Aymen Battikh, Bell Canada, Canada
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Choosing call centre technology that maximise business benefits and RoI. Implementation and integration issues and how we are using advanced technology options such as speech recognition, social media and cloud computing
Vildan Cal Ozel, Turkcell Global Bilgi, Turkey
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Driving Employee Engagement – Why it is important, What Benefits Does It Bring & How You Can Foster It.
Mr. Nidal Qanadilo, Ministry of Info & Comms, Jordan
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VISIT TO MECC '12 EXHIBITION
Middle East Call Centre Awards Night 2012
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| 7 |
Call Centre Budgeting Tips & Tactics To Ensure You Get What You Need.
Mr. Phil Anderson, Consultant, Professional Planning Forum, UK
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How Throwing Out Most of Your Existing KPI’s Will Allow You To Improve Customer Loyalty & Advocacy.
Mr. Paul Scott, Director, Merchants Ltd, UK.
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Designing The Ideal Agent Work Experience – Ideal For You, Ideal For The Agent And, Most Importantly, Ideal For The Customer.
Speaker TBA
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| 10(a) |
Regional Case Study - How We Became An Award-Winning Middle East Call Centre?
Deidre Hutchinson, Vodafone Qatar
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| 10(b) |
Regional Case Study - How We Solved Many Seemingly Unrelated Problems By Focusing on QA Issues.
Pierre Segre, NWC Jeddah, KSA
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| 11 |
Helping To Reduce Your Workload, The Key To Achieving Service Level & Maintaining Costs
Simon Rustom, Managing Director, Customer Consulting Ltd, UK
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Making Strategic Decisions – Understanding where you lie on the Contact Centre Lifecycle Development model, where you need to be, and what you need to do to get there.
Dr. Brownell O’Connor, The Customer Interaction Doctor, Ireland.
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All Breaks Are Opportunities To Network &
Visit The MECC 2012 Exhibition
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