Contact Centre development being driven by customer demands

In a unique format that combines education, entertainment, the latest market research and world class speakers the CCW 2006 Forum will deliver content, guidance and strategy optimised to help regional professionals develop their contact centres according to customer-driven business demands whilst maintaining a maximum return on investment for their company.

INSIGHTS, the Dubai-based show organiser, and the region's leading call centre educator, promises a Contact Centre show that participants will be able to benefit from for many years to come. According to INSIGHTS President, Dominick Keenaghan, "CCW '06 has been designed as the ultimate customer experience management learning and networking experience. We have researched the reality of what is happening in the regional call centre market and are customizing best customer management practice to produce templates and guidelines that delegates will be able to readily apply back in their work situations. In particular we have produced some easy-to-understand and implement business models that will not only act as an operations guide for call centre managers but can also be used to help senior managers understand exactly what is going on in the call centre performance-wise and how it can be modified to suit business trends. Both international experts and many of the regions top contact centre professionals have contributed to the interactive conference programme content."

CCW '06 will be hosting two key market participants as sponsors at the show, Xceed and BUZZ; both are growing rapidly at present to meet increasing demands for their particular customer communications offerings. For the event, Xceed has chosen the theme "Xceeding Customer Service Xcellence" and will be highlighting the skills and resources it uses to service major international clients such as Microsoft, Oracle and General Motors. Buzz, under the "Contact Centre Solutions", banner is emphasizing its capabilities in particular vertical BPO (Business Process Outsourcing) markets such as finance, hospitality and telecoms and its width of client offerings encompassing customer service, telemarketing, lead generation, technical support and market research.

CCW '06 will also see the launch of several new industry initiatives by INSIGHTS. They include a Star Rating System where call centres can get to grade themselves on a 1 - 5 star basis (just like hotels) and a new personal Knowledge Assessment tool, again available at no charge online at the INSIGHTS web site, to allow individuals to understand their personal strengths and training needs.

Keenaghan concluded, "CCW '06 will be a wealth of region-relevant, information and networking, and the presentation of the annual Middle East Call Centre Industry Awards during the proceedings is adding a whole new dimension of interest and overall anticipation to the show. Watch out for some much improved customer service efforts in the region a few months down the road."