January Call Centre show to showcase customer experience management

Combine that with a specially customized and informative Conference and show organizer INSIGHTS is predicting the most successful show in the series to date.

According to Dominick Keenaghan, President of INSIGHTS, "due to outstanding successes in other parts of the world, certain new-to-the-Middle East business concepts such as Contact Centre Outsourcing and Customer Experience Management are grabbing the attention of many of the region's forward thinking organisations. The MECC 2005 show has been developed specifically to allow top decision makers to fully appreciate the key points driving these business-enhancing ideas, meet with international experts, network with regional peers, explore new products and services and their providers, and formulate effective business strategies and tactics."

Continued Keenaghan, "as an example, for Outsourcing to work effectively in the Middle East, the core concepts need to be understood and considered carefully and then adapted to regional requirements. At MECC 2005 we have a complete session devoted to the subject including topics such as how to prepare an outsourcing business case and selecting and managing an outsourcing partner. The discussion will also benefit from the fact that OSP's (Outsource Service Providers) from as for afield as Syria and Egypt have already confirmed their participation at MECC 2005, and that an important announcement regarding the launch of a Middle East Outsource Forum will be made. "

On the Customer Experience Management front INSIGHTS is demonstrating that it practices what it preaches. Customer Experience Management is the notion that interactions with customers should be as much about having an enriching experience rather than just a back and forth transaction. Why? Because there is overwhelming evidence to confirm that such behaviour encourages the likelihood of further interactions and business possibilities. Delegates at MECC 2005 will therefore enjoy an "edutainment-oriented" set of presentations where mixes of music, magic, movement and mirth will be combined to keep the audience engaged and to ensure that they have a memorable and enjoyable learning experience. This, according to INSIGHTS, is in dramatic contrast to most other regional conferences where much of what is presented is forgotten within minutes.

The main MECC 2005 conference itself will also be populated by real-life case studies from same of the leading call centres in the region such as Saudia, Batelco and STC. In these situations, delegates will get to learn first hand the unique challenges that each call centre had to face and how they went about resolving those issues.

The MECC 2005 exhibition will be displaying a distinctly more regional feel to it with participants from Saudi, Bahrain, Syria, Jordan and Egypt all confirmed to date. They will be joining the likes of locally-based vendors such as AVAYA, Etisalat Contact Centre, BUZZ, Altitude Software, Cupola Teleservices and CT Soft to ensure show visitors can inspect the latest offerings in areas such as contact centres, unified communications, IP Telephony, quality monitoring, speak recognition, workforce and performance management, CRM, IVR, voice portals and much more besides.