|
|
|
|
|
CONFERENCE PROGRAMME
DAY 1, May 12, 2010
TRACK 1 - PEOPLE
|
| 7.45 |
Registration & Coffee |
| 8.00 |
Keynote:
Leadership In The Customer-Driven Business Era
|
| 9.30 |
Refreshments
|
| 10.00 |
Best Practice in Onboarding To Reduce Absence & Minimize Attrition
|
| 11.00 |
Creating A Supporting And Motivational Culture
|
| 12.00 |
Lunch & Visit To MECC '10 Exhibition
|
| 13.30 |
Using A Competency Framework For Hiring, Promotions/Career Paths, Bonuses & Other HR Functions
|
| 14.30 |
Getting The Maximum Return From Your Training & Development Budget
|
| 15.30 |
Visit Exhibition
|
| 20.00-23.00 |
Middle East Call Centre Awards '10 Gala Dinner
|
DAY 1, May 12, 2010
TRACK 2 - TECHNOLOGY
|
| 7.45 |
Registration & Coffee |
| 8.00 |
Keynote: Leadership In The Customer-Driven Business Era
|
| 9.30 |
Refreshments
|
| 10.00 |
Examining The Business Rationale For A VoIP Migration Strategy
|
| 11.00 |
Automation Techniques To Dramatically Reduce Call Load And Delight Your Customers
|
| 12.00 |
Lunch & Visit To MECC '10 Exhibition
|
| 13.30 |
Strategies To Take Advantage Of The Latest Performance Optimisation Technologies
|
| 14.30 |
The Move To The Cloud. Are Hosted/SaaS Solutions In Your (Near-Term) Future?
|
| 15.30 |
Visit Exhibition
|
| 20.00-23.00 |
Middle East Call Centre Awards '10 Gala Dinner
|
CONFERENCE PROGRAMME
DAY 2, May 13, 2010
TRACK 1 - OPERATIONS
|
| 8.00 |
Keynote: (Internal) Leadership To Keep The Bosses And Accountants Happy
|
| 9.30 |
Refreshments
|
| 10.00 |
Developing A Workable, Agent -Friendly QA Strategy
|
| 11.00 |
Not All KPIs Are Created Equal. Knowing What's Best In A Particular Situation Will Transform Your Results
|
| 12.00 |
Lunch & Visit To MECC '10 Exhibition
|
| 13.30 |
Senior Management Reporting - The Key To An Easier, Less Stressful Life
|
| 14.30 |
Driving Customer Loyalty Through An Improved First Call Resolution Metric
|
| 15.30 |
Visit Exhibition
|
DAY 2, May 13, 2010
TRACK 2 - CUSTOMER MANAGEMENT
|
| 8.00 |
Keynote: (Internal) Leadership To Keep The Bosses And Accountants Happy
|
| 9.30 |
Refreshments
|
| 10.00 |
Why C-Sat is Growing In Importance and What you Must Do To Ensure A Successful Process
|
| 11.00 |
Steps To Ensure You Are Passing Valuable Business Intelligence To The Rest Of Your Organisation.
|
| 12.00 |
Lunch & Visit To MECC '10 Exhibition
|
| 13.30 |
The Advance Of Social Media And What You Need To Do To Keep Up And Take Advantage
|
| 14.30 |
Boost Your Retention Ratings Through Superior Complaint Handling Tactics
|
| 15.30 |
Visit Exhibition
|
|
|
| |
Premium Sponsor
| |
|
|
| |
Special Offers
Discover who is offering:-
|
Call Centre'10
Technologies & Solutions Covering
|
|
|
|
|
