World's No 1 call centre management seminar to be delivered in Dubai

With customer service and customer care issues becoming ever more critical to an organisations future prospects, the forum represents an ideal opportunity for regional government and corporates alike to sharpen their customer interaction initiatives.

According to Dominick Keenaghan, President of event organiser INSIGHTS "Brad's position as the world's leading authority on call centre management is undisputed. Not only does he deliver insightful and motivating seminars, but his seminal work "Call Centre Management on Fast Forward", is critically acclaimed as the foremost book of its genre. Brad's writings and opinions are eagerly sought wherever he travels, and he has appeared in both print and other radio and TV media such as the Wall St Journal, PBS, and CNBC. He is also the publisher of the monthly Call Centre Management Review and has advised both multi-nationals organisations such as Dell, Microsoft, Procter & Gamble, UPS, American Express, and national governments across five continents on key call centre strategies and issues facing these entities".

Brad will be presenting his 2 day seminar "Essential Skills & Knowledge for Effective Incoming Call Centre Management" seminar. The programme has proven to be the most popular seminar of its type worldwide, with over 35,000 people attending the course to date. It focuses on the skills and knowledge a call centre manager needs to effectively plan and manage call centre resources, use reports and measurements, and establish and meet performance objectives. Crucially, it covers the issues of winning top management support, especially in the budgetary area, in order to meet customer service level commitments, and how to grow the call centre to handle the increasingly diverse ways that customers choose to approach the company.