MIDDLE EAST CONTACT CENTRE - Insights Middle Eastinsights-me.com/downloads/MECC17 ¢ ...

Click here to load reader

download MIDDLE EAST CONTACT CENTRE - Insights Middle Eastinsights-me.com/downloads/MECC17 ¢  contact centre

of 11

  • date post

    10-Jun-2020
  • Category

    Documents

  • view

    0
  • download

    0

Embed Size (px)

Transcript of MIDDLE EAST CONTACT CENTRE - Insights Middle Eastinsights-me.com/downloads/MECC17 ¢ ...

  • INSIGHTS presents

    17centrecall Middle East

    '

    “Management Magic”

    INSIGHTS

    Awards 20

    Middle East

    Call Centre

    17 May 16, 2017 - Dubai, UAE

    CONTACT CENTRE - ACHIEVING HIGHER CUSTOMER SATISFACTION AND BEYOND

    MIDDLE EAST

    DUBAI, MAY 16-17, 2017

    Media Partner

    Premium Sponsor Theme Sponsor

  • MECC ’17 – Call Centre Problem Solving For Enhanced Results MECC ’17 sees the next stage in the evolution of expert assistance to remedy urgent issues in the call centre. It’s a totally different approach that sees multiple interactions over an extended time frame in order to deliver what matters most to you – RESULTS!

    However, do be assured that all of the usual features and unique MECC aspects, as depicted in the infographic below, are still there.

    THE REGION’S #1 CALL CENTRE EVENT

    ACTIONABLE GUIDANCE

    ALWAYS FRESH INSIGHTFUL,

    ENTERTAINING, INSPIRATIONAL

    THE LATEST TRENDS, BEST PRACTICES,

    EMERGING TECHNOLOGIES, CUSTOMER EXPERIENCE

    STRATEGIES.

    INTERNATIONAL EXPERTS

    CUSTOMISED CONFERENCE PRESENTATIONS

    PE ER

    N ET

    W OR

    KI NG

    PA R

    EX CE

    LL EN

    CE

    SPECIAL VENDOR OFFERS

    M UL

    TI PL

    E PR

    E &

    P OS

    T CO

    NF ER

    EN CE

    W OR

    KS H

    OP S

    HIGHLY USEFUL CASE STUDIES

    GROUP DISCOUNTS ATTENDANCE SUPPLEMENTS VOUCHERS, ETC

    REGIONAL AWARDS DINNER

    MECXExCo FREE MEMBERSHIP

    BEST PRACTICE GUIDANCE

    M EC

    XE xC

    o FR

    EE M

    EM BE

    RS H

    IP

    BEST PRACTICE GUIDANCE

    MECXExCo FREE MEMBERSHIP

    SPECIAL VENDOR OFFERS

    SP EC

    IA L

    VE ND

    OR OF

    FE RS INTERNATIONAL

    EXPERTS

    HIGHLY USEFUL CASE STUDIES

    BEST PRACTICE GUIDANCE

    INTERNATIONAL EXPERTS

    BEST PRACTICE GUIDANCE

    2

  • MECC ’17 TAKES EVERYTHING TO A NEW LEVEL

    MECC ’17 CERTIFICATION EXAM/PRESENTATION TO VALIDATE LEARNING & SOLUTIONS TO KEY ISSUES

    GUIDED PRE-EVENT READING PLUS PERSONALISED NEEDS ANALYSIS

    NEW PRIORITIES-FOCUSED CONFERENCE FORMAT INCLUDES INTERACTIVE LAB SESSIONS

    VALUABLE ATTENDANCE BONUSES FOR THE REST OF THE TEAM. E.G. FREE COURSE PLACES FOR TEAM LEADERS & AGENTS

    WORK-RELATED POST EVENT ASSIGNMENTS & Q&A POSITIONS

    3

  • INSIGHTS’ early 2017 regional survey confirmed what many say is inevitable. Companies raise their customer service game and senior decision makers need to do a whole lot more than mouth the standard platitudes about customers being “their most important asset”.

    Into this whole, new, fast-changing business world fall a whole new set of responsibilities, competencies and strategies. And the evidence is that those that fail to understand and adapt to this new “Age-of-the-Customer” paradigm are doomed to failure. So, for example, customer satisfaction (CSAT) as currently measured is not a particularly good reflection of customer retention. In other words, your CSAT scores can be high but your customers can still be leaving you in droves. Why? Because customers today now

    expect to be “satisfied” as a minimum. Delivering this adequately does not earn your customer’s loyalty, any more - most expect so much more these days.

    The Region Craves Higher Customer Satisfaction

    Customers Want More

    Brand Confusion In many companies, the contact centre is the centre of competency for customer engagement. For many customers, the contact centre, as its main contact point, is the company, as far as the customer is concerned. Therefore, it is imperative that the contact centre is aligned with the company’s vision and mission, and in particular, maintains and reinforces its brand values, promises and messages. When this doesn’t happens, the customer becomes confused and asks himself questions such as “who am I dealing with here? One part of the organisation is saying one thing but I’m having a horrible experience trying to get customer service. Perhaps I should take my business to another company who would value it more and indeed make some effort to be consistent.”

    Simply put by way of examples, a company that sees itself as a quality leader cannot remain true to its brand by in using low

    performing staff and forcing customers to wait for a long time in the queue. Similarly, a market leader faced with a new market competitor needs to do as much as possible to retain its customer base by way of customer experience. Not doing so will allow the new entrant to grab market share easily.

    Outsourcing May Not Be The Solution Many organisations choose to outsource their contact centre functionality. However this will only work properly if the service to be delivered by the outsourcer aligns with the organisation’s

    brand. When companies other than cost leaders, force Outsourcers into a “cost centre” mode of operation, they are effectively destroying their own brand.

    4

    But Widespread Current Contact Centre Practice Does Too Little To Deliver It & Increasingly Frustrated Customers Are Voting With Their Feet (& Mice)

  • 3 Common Dangers That Regional Contact Centres Face That Are Driving Up Customer Complaints & Threatening Future Business

    l Senior Decision Makers “Functionally Incompetent” Or Not Aware That It Is Required

    l Call Centre Managers Revert To “Cost Centre” Mentality Irrespective of Brand & Service Implications

    l Low Level KPIs Pursued Irrespective Of The Effect On Business Results (Nobody Is Measuring This Link)

    1. Lack Of Strategic Guidance Given To Contact Centre Issues

    l Cost-Based Accounting Drives Decision Making So Value Creation Activities Are Ignored

    l Key (And Increasingly Important) Forward Business Returns Due To Customer Loyalty And Advocacy Are Not Recognised.

    l Wide Perception That Customer Service Is A Business Cost Whereas Leading Companies Recognise Its Replacement Of Many Traditional Sales & Marketing Functions.

    2. Old Fashioned Accounting

    l Separate Departments Perform As Stand-Alone Silos With No Overall Customer View.

    l Minimal Investments In Staff-Hiring, Training And Motivation Leads To Excessive Attrition Costs, Dissatisfied Customers (Who Are More Likely To Leave) And Reduced Customer Retention (Customer Who Actually Leaving)

    l Lack Of Empowerment Of Agents Adds To Corporate Inefficiency And Leads To Frustrated & Ongoing Customers

    3. People Are “Controlled” Not Managed To Perform Better

    5

  • Welcome to MECC ‘17 17centrecall

    Middle East

    '

    A New & Innovative Way To Solve Your Most Pressing Contact Centre Problems - 4 Key Phases

    “Management Magic”

    l Guided Pre-Event Reading

    l Personalised Needs Analysis

    l Pre-MECC '17 "Topics for Inclusion" Input

    l Choice of Pre & Post MECC ’17 Conference Workshops (Optional but Recommended for Key Team Members)

    l MECC ’17 Conference – AM – Plenary Sessions

    l MECC ’17 Conference – PM – Guided MECC ’17 Lab Sessions With Top International Experts.

    l And Don’t Forget The Included Networking & Entertainment

    l Post Event Assignments

    l Access to Q&A Postings

    l Pre-Final Test Output Review

    MECC ’17 is So Much More Than A Stand-Alone Conference. It’s a Comprehensive, Interactive &

    Collaborative Scheme, The Like Of Which The Middle East Has Never Seen Before.

    6

    Ph as

    e 1

    Ph as

    e 2

    Ph as

    e 3

    Phase 4l MECC ’17 Certification Test & Result

  • 7

    10MECC’17BENEFITS 1

    2 3

    4 5

    6 7

    8 9

    10

    Make Senior Management Happy That You Are Doing As Much As Humanly Possible To Improve Customer Satisfaction.

    Experience A New Way of Learning & Solving Your Most Pressing Issues

    Be Guided By World Class Experts Who Can Steer You Away From Expensive Pitfalls.

    Receive New Tools & Templates That Will Help You Do Your Job For More Effectively & Efficiently

    Achieve A Recognised, Regional Certification That You Can Be Genuinely Proud Of Due To The Learning & Application Required

    Leverage The Bonuses Of Your MECC ’17 Registration To Develop Your Staff

    Learn How To Focus Your Resources & Staff On The Areas That Will Achieve The Best Results.

    Regain Control Of Your Biggest Cost, People, Through Better Recruitment, Training & Motivation Techniques.

    Make Lots Of New Friends & Associates Who You Can Reach Out To For Ongoing Support

    Gain Access To Lots Of Additional Resources, e.g Benchmarking Guides That You Can Reference For Ongoing Development.

    MECC’17 Key Areas Covered

    Contact Centre Technology Update l What’s Necessary? l What’s Coming & Needs

    To Be Planned For? l What’s Unproven? l How Can You Ensure An

    RoI?

    Customer Experience Planning l Are Senior Management

    Onboard? l How And Where Do You

    Start? l How Can Technology

    Help? l What Sort Of Ongoing

    Customer Engagement Needs To Take Place

  • 10

    MECC’17 – TACKLING YOUR MOST