Achieving accelerated contact centre development in the region

In a unique format that combines proven educational techniques, lively entertainment, world-class performers and an inspirational experience, the CCW 2006 Conference will deliver content, guidance and strategy optimised to boost call centre development in the region. In particular, regional professionals will explore the key operational functions they need to keep in balance for optimum performance in their call centre and development plan strategies they
should adopt to ensure they achieve a maximum ROI (return on investment) for their company.

INSIGHTS, the Dubai-based event organisers, and the region's leading call centre educator, promises the most significant Contact Centre
conference held in the region to date. According to INSIGHTS President, Dominick Keenaghan, "As previous delegates will attest, INSIGHTS Contact Centre Conferences are characterized by the freshness of the approach, high quality speakers, practical information, actionable advice and regional insights. Our intention
is to make CCW 06 our best conference yet."

Keenaghan expanded further, "the call centre market in the region is growing at over 30% per annum but is still in its infancy as far as
many best-practice methods are concerned. At the helm of many call centre operations we find highly pressured personnel who must not
only cope with these growing pains, but also assimilate worldwide customer interaction trends such as "wow" customer service and superior "customer experience" initiatives. Many believe that following benchmarks and standards from other parts of the world is
the way forward. However, INSIGHTS has discovered that this approach often achieves the opposite of the desired affect, and a more
appropriate strategy for most call centres is to focus on where it is in its own development life-cycle.

Our research shows that call centres across the globe and in every industry exhibit remarkably similar performance, risk and growth
characteristics depending upon their stage of development. Mapping the development of a call centre and tailoring the operational
approach accordingly provides remarkable performance benefits that relegate benchmarking and industry-standards to extinction.

In addition, this truly revolutionary approach to call centre management inherently achieves senior management understanding, thereby ensuring that call centre managers are adequately resourced to deliver achievable results - results that will motivate call
centre staff; results that call centre managers will be proud of and, perhaps most importantly, results that will leave a smile on the face
of senior managers.

The Middle East Contact Centre World 2006 Forum will explore the life cycle of call centres and contact centres to unearth previously
hidden opportunities, to ward off potential dangers and to discover the true gems of value that have eluded so many regional call centres
for so long."