Middle East Call Centre Event

Creating An
AWARDS-WINNING
Contact Centre

Rousing the C-Suite
Obsessing over the Customer
Acquiring Capability
Demanding Commitment



MECC 2018

April 24-25, 2018 - Dubai, UAE

Middle East Call Centre Awards

April 25, 2018 - Dubai, UAE


Let MECC/CX'18 Help You On The R.O.A.D Ahead

Rousing the C-Suite

Regional decision makers are behind the curve when it comes to leveraging customer service for new business growth opportunities and even further in implementing company wide customer engagement projects. This obviously needs to change in the new customer experience era. The alternative is to be reduced to a trader competing only on price (and the race to the bottom) - urgent education guidance and advice is required here.

Obsessing over the Customer

For businesses to compete and grow they need to understand customer journeys clearly and not just their pre-sales activities. Increasingly post sales interaction is more important on an ongoing revenue/profitability basis. In this context, understanding changing customer expectations and their pain points, the organisation's own error rates, where customers expend unnecessary efforts, etc is imperative to not only achieve customer satisfaction metrics but drive positive customer loyalty, advocacy and increased wallet share. New processes, techniques and metrics are a must here.

Acquiring the necessary Capability

An evolving Contact Centre or CX project requires executive buy-in and leadership, a clear roadmap, competent staff and the right tools as a minimum. Outside of the former, options here include training, certification, use of consultants and Outsourcers, and technology upgrade/new investment choices. Every project will be different but every project will require all of the above components and getting the balance of effort and focus right will be crucial. Experienced practitioners and their successful case studies are invaluable sources of ideas and inspiration here.

Demanding internal Commitment

Execution is everything when it comes to achieving the required results and no component can afford to be the weak link that undermines the strength of the whole project. Ensuring the right results, correlations and effects are being continuously monitored and reported is also a key activity and the only way to ensure the initial efforts can be validated and expanded going forward. Silos are set to disappear in this new environment and creation of leadership in, and contribution to cross-functional teams will be the new norm going forward.


MECC/CX '18 & Awards '18 Have Been Integrated More Tightly Than Ever

Submission data collected in the annual INSIGHTS Call Centre Awards competition allows precise identification of what is actually going on in the regional market, the call centres that are doing an exceptional job, the unique ways problems have been resolved and the trends and issues that are of most concern. MECC/CX '18 can therefore, with a high degree of authority, focus on:-
  1. The Key Strategic Issues That Need To Be Faced & Resolved.
  2. The Lessons That Can Be Learned From Successful Regional Problem-Solvers, - Our New Awards'18 Category
  3. Highly Relevant 1 day Workshops That Allow A Fuller Treatment of Key Topics For Particular Call Centre Staff.

MECC/CX '18 - Your One-Stop Regional Solution For Ideas Inspiration & Information On How To Dramatically Improve Your Contact Centre & Associated CX Project In The Most Cost-Effective And Award-Winning Ways

includes

New Conference Format

  • Regional Problem-Solving Approach
  • Integrated Tightly With Awards'18 Competition

Awards Competition Enhancements

  • Alternative Ways To Win
  • More Regional Judging Decisions Than Ever
  • New "Problem-Solver" Categories Added

State of the Subject Workshops

  • Highly Focused Options
  • Presented By International Experts
  • Free Access To Additional Tools, Templates And Benchmarking Guides.

MECC/CX '18 is part of INSIGHTS mission to realign the contact centre with business improvement goals. It will provide leadership, guidance and ideas, on how to

  1. Get away from a cost centre and an irrelevant KPIs mentality
  2. Insist on realistic budgets for training, certification, motivation and other ongoing improvement initiatives that can demonstrate clear RoI
  3. Report on the relative costliness of customer hurt through ineffectiveness elsewhere in the organisation
  4. Leverage new business opportunity through collected business intelligence
  5. Drive customer loyalty and advocacy

10 MECC'18 Benefits

  1. Stay up to date with relevant industry and regional developments/options
  2. Collect valuable ideas that you can't find elsewhere
  3. Build your network and be inspired by your peers
  4. Learn new, innovative ways to solve region-specific problems
  5. Get great deals on new product/service offerings from participating MECC '18 vendors
  6. Get your key staff trained on specific functional subjects
  7. Collect invaluable planning input, in particular on avoiding expensive mistakes
  8. Learn more about standards and certification and how they can provide a business benefit
  9. Take advantage of rock-bottom conference pricing to educate your whole team
  10. Return to your workplace equipped to take immediate action that will make a significant difference

Who Should Attend

  1. Customer Service, Sales, Marketing Directors/Managers
  2. Contact Centre Managers/Senior Staff
  3. CRM Decision Makers
  4. Business Development Managers
  5. Telecom/IT Managers
  6. Communications/Voice Specialists
  7. Developers/Systems Integrators

Venue


Crowne Plaza Hotel
Jumeirah Ball Room, Sheikh Zayed Road - Dubai

By Invitation Only


PRE-CONFERENCE
Tutorial - APRIL 23

T1. Digital Transformation In The Contact Centre

POST-CONFERENCE
Workshop - APRIL 26

W1. Designing & Running An Effective VoC Program



Call Centre 2018 Conference

April 24-25, 2018


Day 1 - April 24, 2018

1 Rousing the C-Suite
2 Obsessing over the customer
3 New ways to improve staff productivity
CX Focus
4 Experience My Brand - The Key To Developing Loyal Customers & Increased Profit
5 CX Case Study
6 Customer Interaction Centres of Tomorrow
Problem Solver Case Studies
Featuring innovative solutions from the likes of Mashreq Bank, Viva Kuwait, etc
7 Recruiting right & becoming obsessive about training & development
8 Reworking your QA process to better meet rising customer expectations

Day 2 - April 25, 2018

9 Demanding internal Commitmen
10 Crafting an ongoing, RoI-driven technology upgrade path
11 Making employee satisfaction a priority
OSP Focus
12 Avoiding A Bad Outsourcing Decision
13 OSP Case Study
14 OSP Open Mic - Fixing The Region's Outsourcing Limitations
Problem Solver Case Studies
Featuring innovative solutions from the likes of Bank Muscat, CCC, etc
15 Mastering the reporting process
16 Action plan guidance


Register Now






CC Recharge Conference

Free Places For Qualified * Delegates

April 24/25, 2018
* Free Technology Track Places (1 For Each Main Conference Registration)




Provisional Program Agenda - April 24/25, 2018

Time Topics
9.30 - 10.00 Opening Remarks & A Proven Call Centre Lifecycle Development Model
Dominick Keenaghan, President, INSIGHTS
10.00 - 10.30 The Changing Face of Customer Contact - Innovative Solutions for Today's Challenges
P Thomas, CEO, Voxtron
10.30 - 11.00 Consolidating Group Call Center Problems
Rabih Bouzeineddine, Group IT director, Al-Asila
Break
11.30 - 12.00 Leveraging AI & RPA (Robotic Process Automation) In Your Digital Transformation Journey
Hanief Sallie, Head of Business Development - Middle East, Intelenet Global Services
12.00 - 12.30 CX in a Digital World - Challenges & Opportunities
Ricardo Langwieder-Gorner, Chief Executive Officer, Silah Gulf
Lunch Break
1.00 - 1.30 Transforming Contact Center Into Customer Engagement Center To Create CX Memories
Binzad Aliar, Director Sales - Middle East, Ameyo
1.30 - 2.00 "Happy Together" - How Your Chatbot and Agents Can Work Together and Create The Best Happiness Center
Sylvia Feja, Board Director Customer service BU head, novomind AG
Break
2.30 - 3.00 Cloud Enabled Digital Customer Experience
Avichal Saluja , Senior Solution Architect, Tata Communications
3.00 - 3.30 Case Study: Developing Digital Capabilities to Achieve True Omni-channel Customer Experience
Jose Duarte, Customer Engagement Solutions Director, Altitude Software


Click Here To Apply






MECC'18 Premium Sponsor



Participating Vendors
Al AsilaAltitude SoftwareAmeyo - Call Center SoftwareAurusCONTACT CENTRE COMPANY (CCC)CRYSTEL HEADSETCustomer Middle EastCustomerService.aeEnghouse InteractiveETISALCOMINSIGHTSIntelenet Global ServicesNovomindSentioTATA CommunicationsVoxtron Middle EastZailab