Sixth Middle East Call Centre show slated for January

The Middle East's annual Call Centre 2002 show is slated to take place in January at Dubai. Featuring a "where to begin" keynote by Middle East Call Centre Manager of the Year, Ahmed Tahlak of Emirates Airlines said the show promises to be helpful for new call centre start-ups in the region.

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By  Vijaya George Published  November 13, 2001

The Middle East's sixth annual Call Centre/CRM 2002 show (MECC 2002) is slated to take place from Jan 20 to 22 in Dubai. Featuring a "where to begin" keynote by Middle East Call Centre Manager of the Year, Ahmed Tahlak of Emirates Airlines said the show promises to be helpful for new call centre start-ups in the region.

"Call centres are rising to the top of many a corporate agenda in the region due to the need
for and the multiple benefits of proactive customer service, explained Dominick Keenaghan, President of INSIGHTS. “More importantly there is the wider challenge of building a call centre culture in the region to not only to supply these emerging requirements but also for the region itself to retain its competitiveness in this field. Governments in particular need to take note that just as these job-creating facilities expand and provide a valuable source of local employment, they are just as likely to disappear to a ‘foreign’ outsourcer if there is not a solid bedrock of call centre experience and expertise in the area to call upon," he added.

Currently, now comprehensive guidance is available on how to go about establishing a productive call centre in the market. The MECC 2002 show seeks to bridge this gap by providing an up-to-date forum. The Exhibition, through demos and discussions, will help people understand the core principles that drive call centre activity.

The conference will cater for the key elements of a call centre startup by offering three pertinent tracks. One, an executive CRM (Customer Relationship Management) master class will examine the broader issues of CRM for an organisation and how a call centre can help to deliver on these strategies. The other two MECC 2002 tracks will illuminate best practice and decision making in the areas of technology and human resources, and from both planning and operational perspectives. All tracks will feature presentations from world class experts, covering many proven methodologies, and including a helpful range of successful case studies
from different industries.

Keenaghan added "Anyone who has spent 5 minutes in a call centre knows that despite the aura of technology, the call centre is driven by the performance of the people, the agents, and their ability to build relationships with customers. Recruiting the right staff, training them
and keeping them motivated are the most important issues that senior managers must appreciate and fund adequately if they don't want their technology investment to fall flat on its face"

Supporting the MECC 2002 conference and its supplementary tutorials and workshops is the free-to-attend MECC 2002 exhibition. Here, visitors can examine and test-drive the latest in call centre, CRM and related technologies such as IVR (Interactive Voice Response), PC-based ACD's, Voice Portals, web-enabled contact centres, skills-based routing, email response management systems and call monitoring. Special exhibition features include free consultancy sessions with international CRM experts on the best ways to improve customer service and a call centre training resource section.

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