Customer Contact takes centre stage

Show delegates in particular can look forward to examining many exciting, new and innovative industry developments, compelling examples of best practice worldwide and customized tactics
perfected for the Middle East market at the specially commissioned, multi-track conference.

According to Dominick Keenaghan, president of event organisers INSIGHTS, 'Our annual conference is renowned for helping the region's call centre managers dramatically improve their planning and operational skills. This year we will not only deliver more of the same but we will also provide high level guidance and direction for key customer contact decision makers such as senior VPs and marketing and customer care directors. The fact is that customer demands and expectations are increasingly driving corporate strategy and organisations today need to respond more proactively and dynamically.'

Keenaghan continued, 'Many senior decision makers in the region have fallen behind, when it comes to understanding how a call centre contributes to an organisation's value proposition. It is clear that the call centre provides for the efficient delivery of services and can clearly be a major driver of customer satisfaction; it is also essential for cultivating self-service systems. However the call centre also enables improved quality and innovation, more focused products and services, highly-leveraged marketing and creates additional revenue and sales.

'These benefits, as truly customer-driven companies have discovered, are highly significant but take time and investment to nurture and develop. Even the most talented call centre managers will never achieve reasonable results without the appropriate intra-company support and budgeted, supporting resources, and all too often we see the purse-string holders being directly at fault through under funding here.

'So a key theme of our Conference will be to understand how to best link corporate strategy to the expectations of customers. We will
look at how to create the necessary vision, get funding commensurate with the call centre's perceived worth, do the necessary analysis, develop a variety of return on investment calculations whilst exploring other important variables such as culture and employee satisfaction. In short, all the critical success factors to dramatically improve customer contact interactions and the incredible results that inevitably follow.'