Annual call centre show to explore proactive customer management strategies

The annual MECC show, as it has become known, has established itself as the region's leading forum to discuss customer contact issues such as customer management, call centres and outsourcing. It comprises a comprehensive, multi-track conference with supporting tutorials and workshops, and a supporting exhibition to be held at the Dubai International Convention & Exhibition Centre.

Dominick Keenaghan, president of show organisers INSIGHTS, said, "The demand for call centre service in the region is an ever-increasing upward trend but the skills and competencies to strategize on these issues and to plan and implement appropriate business tactics is lagging. The MECC show helps to bridge this gap due to the world-class content and international experts that comprise the main conference, the opportunity to inspect state-of-the-art technology and innovative business solutions at the MECC exhibition and the chance for regional call centre managers to network with a large proportion of their peers."

Keenaghan promises that delegates this year can look forward to an exceptionally high degree of customization in their participation as INSIGHTS has incorporated many proprietary tools and templates into the programme. "Delegates come to conference because they have key issues that they need to resolve.

"MECC '07 has been designed so that not only will they come away with deeper clarity on the nature of their issues, but take back a customized roadmap of where their call centre stands in terms of its stage of development and the directions it needs to head in order to achieve its objectives - all backed up with a host of precious new resources, special offers, bonuses, customer insights, contacts and so on to ensure they achieve the fastest possible return on investment (RoI) on their participation."

The accompanying, free-to-attend Customer Contact 2007 exhibition will feature international and local, market-leading companies such as Avaya, Altitude Software, Witness Systems,, Xceed Professional Services, Future Technology, CIAC, Cupola Teleservices and many others with Avaya as the main sponsor.

Visitors will be able to examine and test-drive the latest in call centre and CRM solutions and related technologies such as IVR (Interactive Voice Response), PC-based ACD's (Automatic Call Distributor), Voice Portals, web-enabled contact centres, skills-based routing, email response management systems and call monitoring. The exhibition will also offer special free vendor presentation sessions and both training and consultancy advice centres.

Keenaghan concluded, "The Customer Contact 2007 show is a must attend event for everyone who needs to know more about call centre/CRM development and opportunities. In particular the show will help to explain and clarify business priorities. Setting off in the right direction is probably the single most significant benefit of attending Customer Contact 2007."