Middle East Call Centre Event


Making Your Contact Centre INDISPENSABLE

Middle East Call Centre
(MECC) 2019

DUBAI, APRIL 16-17, 2019

Making Your Contact Centre INDISPENSABLE

Middle East Call Centre (MECC) 2019

DUBAI, APRIL 16-17, 2019

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  • MECC 2019

    April 16-17, 2019 - Dubai, UAE

    Middle East Call Centre Awards

    April 17, 2019 - Dubai, UAE

    How Would You Like To Turn Your Call Centre Into
    The Ultimate Experience Centre?

    And In The Process

    Unfortunately, the reality for many call centres is that it is all too easy to get bogged down by day-to-day trivia such as

    • Resolving personnel differences & opinions
    • Fire-fighting unrealistic KPI's
    • Handling customer demands to "I need to speak to the manager"
    • Chasing other departments for things they promised to do but didn't; hello, marketing!
    • Compensating for underperforming technology

    And that is not even counting the pressure felt from

    • Constant budget squeezes
    • Maintaining staff morale
    • Continuous staff attrition
    • Seemingly contentious tech integration issues
    • Demands to improve quality & customer satisfaction
    • Unclear mission and vision statements from seniors

    You suspect that others are doing things differently and are having much more success but

    • You don't know where to get the best guidance
    • You are afraid that you're the exception to the rule
    • You have tried some things before, but the results were not great
    • You are too "busy" to make a change
    • You don't have a "Big Budget"
    • You are wary of advice from "outside the region"

    Whilst all or most of the above might be your current reality, the best run call centres learn to embrace constant change and evolution. In particular they recognise that

    Did You Know?

    (Or In Other Words, Why You Can Be 100% Confident
    You Will Be Covering "The Right Stuff"
    At INSIGHTS MECC '19 Event)

    Announcing The MECC'19 Expereince

    The Latest Thinking, Priorities & Digital Strategies Driving Superior Customer Engagement

    Your Once-In-A-Year Opportunity To

    • Get Up-to-date On New Contact Centre Developments
    • Have Your Development Issues Answered By Industry Professionals
    • Collect Best Practice & Actionable Guidance
    • Make Useful, New Industry Contacts
    • Be Inspired To Make RoI-Producing Changes On Your Return

    New For 2019

    • The Latest Industry Content & Best Practices
    • Successful Regional Problem Solver Case Studies
    • Must-Have Operational Tools & Templates
    • Technology & Operations Support Functions Reference Library
    • Free Post MECC Quality Assurance & Staff Training Options (Terms & Conditions Apply)

    Digital, Technology - Driven Innovation

    Dealing with customers offers enormous scope for innovation, and many of the best ideas appearing are coming from new and fast-developing, digital technology options.

    Multiple capabilities such as cloud, omnichannel, speech recognition, real-time analytics, chatbots etc are now becoming within budget reach of many call centres. Like all previous project instances though the technology is only one component of a complete solution, and those that forget important people and process elements are unlikely to succeed.

    Plotting a digital transformation plan for your contact centre to leverage these exciting and powerful technologies is a must and MECC'19 will provide proven, step-by-step guidance in order to maximize potential gains.

    VOC-Done Right

    Understanding customer needs, expectations and requirements is or course imperative but this can result in a potentially overwhelming (and impossible to budget for) 'customer centric' view of business strategy.

    Instead, market winners recognise the importance of differentiation and delivering a 'branded customer experience', that drives the right kind of customer behaviours. This is the direction their VoC efforts are oriented in and MECC'19 will guide participants through a proven set of methodologies and processes to ensure ongoing optimum customer engagement and loyalty

    People, Process & Productivity Upgrades

    Nothing stands still in the contact centre for very long and successful call centre managers recognise that a) it is important to obtain maximum results from their most costly resource, people (usually at between 65% and 70% of total of OPEX) and b) that continuous process review is an area rich in potential cost savings and productivity gains

    In particular awareness of the agent both in terms of customer preferences and in general market intelligence is rich in potential business payoff and call centres need to ensure that these agent listening opportunities are not waste of.

    MECC'19 will explore the best ways for call centre managers to take advantage of these situations without affecting overall call centre operations untowardly.

    C-Suite Happiness -
    The Ultimate KPI

    The days of the equation "call centre = cost centre" are coming to an end for any organisation that values the "customer experience". Two key efforts on the part of the contact centre will accelerate this trend.

    The first is to stop talking to the C-Suite in call centre metrics terms such as service level, but instead interpret what happens in the call centre in business terms such as cost savings, productivity, profit, market share and so on. The second step is to continuously reinforce the value proposition that the call centre represents.

    MECC19 will explore the latest thinking and strategies to help turn a call centre not just from a "cost centre" to a "profit centre" but to the ultimate business-boosting "experience centre", and you can bet your C-Suite will be delighted about that.

    Your Personalised Event Package Includes A Massive Set Of Bonuses

    + Special Vendor Show Offers/Discounts

    + Networking Opportunities

    + Awards Night Gala Dinner Attendance


    April 16-17, 2019

    Day 1 - April 16, 2019

    1 Vision, Visibility & Value - Three Things Every Contact Centre Manager Needs To Craft & Continuously Refine.
    2 Operational Metrics Reboot - Time To Rethink What You Measure & Report In Today's FCR-Focused Customer World
    3 Rediscovering The Lost Art Of Process Mapping
    4 Taming The Social Media Dragon
    5 Implementing Meaningful VoC For Sustainable Business Advantage
    6 Embracing New Technology Innovations At A RoI-Justifying Rate
    Problem Solver Case Studies

    Day 2 - April 17, 2019

    7 Deciding If Full or Partial Outsourcing Is Right For Your Organisation
    8 Moving Beyond A One Page SLA Outsourcing Document
    9 Why Customer-Centricity Is Wrong!
    10 NPS, CSAT, CES - Crafting The Right Combination For Your Customer Experience Initiative
    11 Mapping Out An AI-Future That Helps To Drive Digital Customer Engagement
    12 Putting The "I" in Indispensable
    Problem Solver Case Studies

    Register Now

    Tutorial - APRIL 15

    T1. Strategy For Today's Customer Experience-driven Contact Centre

    T2. Realistic Cost Cutting Tactics That Don't Short Change Your Customers

    T3. Creating An IVR Implementation That Your Customers Won't Hate

    Workshop - APRIL 18

    W1. Successful Customer Journey Mapping To Drive Your CX Project Forward

    W2. Enabling Your QA Team To Achieve Productive VoC Capability

    W3. Plotting Your Contact Centre Digital Transformation Plan

    Register Now

    Speakers - Inspiration Personalized

    Martin Hill Wilson

    Martin Hill Wilson

    Customer Service, CX & AI Engagement Strategist, Brainfood Extra


    Dr. Frederick C. Van Bennekom

    Great Brook


    Rod Jones

    Rod Jones Consulting


    Neville Perry

    Managing Director,
    Perry CX

    Brownell O'Connor

    Dr. Brownell O'Connor

    The Contact Centre Doctor, Ireland

    10 MECC'19 Benefits

    1. Stay up to date with relevant industry and regional developments/options
    2. Collect valuable ideas that you can't find elsewhere
    3. Build your network and be inspired by your peers
    4. Learn new, innovative ways to solve region-specific problems
    5. Get great deals on new product/service offerings from participating MECC '19 vendors
    6. Get your key staff trained on specific functional subjects
    7. Collect invaluable planning input, in particular on avoiding expensive mistakes
    8. Learn more about standards and certification and how they can provide a business benefit
    9. Take advantage of rock-bottom conference pricing to educate your whole team
    10. Return to your workplace equipped to take immediate action that will make a significant difference

    Who Should Attend

    1. Customer Service, Sales, Marketing Directors/Managers
    2. Contact Centre Managers/Senior Staff
    3. CRM Decision Makers
    4. Business Development Managers
    5. Telecom/IT Managers
    6. Communications/Voice Specialists
    7. Developers/Systems Integrators

    MECC '19 Discount Scheme

    Register Now

    Your Show Bonuses - Our Best Event Offer Ever

    Valued At
    1 INSIGHTS Call Centre Toolkit $ 1,995
    2 Essential Call Centre e-Guides $ 1,995
    3 Research/Surveys/Market Analysis $ 2,995
    4 Free Course Places For*
    Team Leaders

    $ 995 each
    $ 1,595 each
    $ 1,995 each
    5 Auditing & Analysis*
    - Call Evaluation Service
    - QA Scorecard Review

    $ 3,995
    $ 1,995
    Total Value :
    * Subject to multiple 4 day bookings
    $ 7,980 - $ 19,545

    Register Now


    Crowne Plaza Hotel

    Crowne Plaza Hotel
    Jumeirah Ball Room, Sheikh Zayed Road - Dubai

    By Invitation Only

    CC Recharge Conference

    Free Places For Qualified Delegates

    April 16/17, 2019

    Venue : Crowne Plaza Hotel, Jumeirah Ball Room, Sheikh Zayed Road - Dubai (By Invitation Only)
    Program Agenda - April 16/17, 2019

    Time Topics
    10.00 - 10.30 How New Technologies Such As AI & RPA Can Drive Your CX Initiative
    Neville Perry, Managing Director, PerryCX
    10.30 - 11.00 Top 7 CRM Trends In The Middle East For 2019 & Beyond
    Hani Masgidi, CEO, Info Media Consultancy
    11.15 - 11.30 Certification Vs Competency - Which Is More Important?
    Dominick Keenaghan, President, INSIGHTS
    11.30 - 12.00 Contact Center Integrated Customer Experience
    Sindhu Sreenath, Managing Director, MENA, QuestionPro
    12.00 - 12.30 Developing Digital Capabilities to Achieve True Omni-channel Customer Experience
    Jose Duarte, Customer Engagement Solutions Director, Altitude Software
    1.30 - 2.00 Leveraging Outsourcing Options For Increased Profitability
    Awais Lodhi, COO, Cupola Teleservices
    2.00 - 2.30 Leveraging A Proven Call Centre Lifecycle Development Model For Accelerated Development
    Osama Seghir, Training & Business Development Consultant, INSIGHTS

    Click Here To Apply

    MECC'19 Media Partner