INSIGHTS presents

17centrecall Middle East

'

“ManagementMagic”

INSIGHTS

Awards20

Middle East

Call Centre

17May 16, 2017 - Dubai, UAE

CONTACT CENTRE - ACHIEVING HIGHERCUSTOMER SATISFACTIONAND BEYOND

MIDDLE EAST

DUBAI, MAY 16-17, 2017

Media Partner

Premium Sponsor Theme Sponsor

MECC ’17 – Call Centre ProblemSolving For Enhanced ResultsMECC ’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 #1CALL CENTRE EVENT

ACTIONABLE GUIDANCE

ALWAYS FRESHINSIGHTFUL,

ENTERTAINING,INSPIRATIONAL

THE LATEST TRENDS,BEST PRACTICES,

EMERGING TECHNOLOGIES,CUSTOMER EXPERIENCE

STRATEGIES.

INTERNATIONALEXPERTS

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REGIONAL AWARDS DINNER

MECXExCo FREEMEMBERSHIP

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MECC ’17TAKES EVERYTHINGTO 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 CONFERENCEFORMAT 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

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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 HigherCustomer Satisfaction

Customers Want More

Brand ConfusionIn 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 SolutionMany 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.

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But Widespread Current Contact Centre Practice Does Too Little To Deliver It & Increasingly FrustratedCustomers 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 CentreIssues

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 ManagedTo Perform Better

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Welcome to MECC ‘1717centrecall Middle East

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

“ManagementMagic”

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.

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Phas

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Phas

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Phas

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Phase 4l MECC ’17 Certification Test & Result

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10MECC’17BENEFITS

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34

56

78

910

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’17Key Areas Covered

Contact CentreTechnology Updatel What’s Necessary?l What’s Coming & Needs

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

RoI?

CustomerExperiencePlanningl 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

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MECC’17 – TACKLING YOUR MOST URGENT ISSUES

IntroductionThe MECC’17 Conference is the development highlight of the year for many. MECC’17 continues this tradition by raising the bar for what a stand-alone conference can achieve – it’s more interactive, collaborative and relevant than ever. let the problem solving begin.

Featuresl Brand-new Conference Formatl Plenary & Lab Sessions Make For

Personlized Learning & Interactionl Customized Problem-solving &

Support Paths (Pre, During & Post MECC’17)

l International & Regional Subject Matter Experts

l Multiple Attendance Bonuses (See Over)

“Management Magic” Conference Track

1. Regional Round Up - Findings From Analysis Of The 2017 Awards Competition-Mistakes To Avoid & Key Lessons To Be Learnt

2. "You Don't Have To Be A Magician To Run A Contact Centre But Sometimes It Feels Like It Would Help" - The Challenge of Competing Demands & How To Resolve Them

3. Staff Development Reboot - The Cost Of Attrition & Lost Business (Through Reduced Customer Loyalty) Is Far Higher Than An Ongoing Staff Development & Training Plan. So, Why Do So Many Call Centres Not Get It Right - Business Case Justification To Help You Make The Right Choice.

4. Positioning Your Contact Centre As The Key Business Unit In The Organisations Forward CX Journey

1. First It Was Customer Satisfaction That Didn't Seem To Make Much Difference, & Now Even Customer Delight Might Be A Waste Of Time & Money. What Is Going On With Customers These Days & How Does The Contact Centre Need To Adapt.

2. Recasting The Role Of The Contact Centre To Emphasize Its Value Proposition, Including Its Contribution In Customer Segmentation And Customer Lifetime Value Tactics.

3. Case Study: The Path Towards An Omnichannel Future.

4. Taking Advantage Of Upselling & Cross-selling Opportunities.

Day 1, May 16, 2017 Day 2, May 17, 2017

Lab Sessions

A. Finding A Solutions Partner - Key Guidance & Tools To Help You Choose.

B. Setting Up A Complaints Reduction Plan

C. KPI Selection & Adjustments As Your Contact Centre Matures

A. Determining A Technology Upgrade Strategy For The Contact Centre.

B. Reporting Reality In The Call Centre - The Need To Present Business Results Instead Of A Questionable List of KPIs.

C. Applying Value-based Accounting To The Contact Centre

Awards Night Gala Dinner

Lab SessionsWho Should Attendl Customer Service, Sales, Marketing

Directors/Managers

l Contact Centre Managers/Senior Staff

l CRM Decision Makers

l Business Development Managers

l Telecom/IT Managers

l Communications/Voice Specialists

l Developers/Systems Integrators

Speakers - Inspiration Personalized

Russ SandlinBenprise LLC

Dr. Brownell O’ConnorThe Contact Centre Doctor, Ireland

Martin Hill WilsonBrainfood Extra

Joe TawfiqKinetic Consulting Services

Nidal QanadiloOasis 500

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MECC Speakers are chosen carefully for their knowledge, wisdom, experience and interaction skills. They are expected to communicate and inspire, and lead workgroup sessions accordingly. INSIGHTS conferences are renowned for their comprehensiveness, utility and progressive nature, and MECC’17 will see the most personalized “problem-solving” intervention to date.

Limited SeatsRegister Now

MECC 2017PRE & POST WORKSHOPS

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PRE-CONFERENCE

A) Avoiding Outsourcing Failure

TO ’17 Pre-Conference Tutorials represent an ideal opportunity to explore key contact centre & outsourcing concepts and principles in more depth and as they apply to your own contact centre situation. Delivered by world-class faculty, the sessions consistently score high marks with delegates and the limited number of places in each class tend to go quickly. Avoid disappointment and get your TO ’17 experience off to the best possible start by registering today.

TUTORIALS - MAY 15POST-CONFERENCE WORKSHOPS - MAY 18

TO ’17 Post Conference Workshops allow you and your team to dig deeper into key topics that will have piqued your interest during the previous two days of the TO ’17 Conference. In particular, and in the presence of subject matter experts, you will cover more advanced tactics, tips and techniques and as a result be able to move your own internal development plans forward more quickly effectively and efficiently. These highly-interactive sessions usually sell out, so early registration is advised.

B) "Modelling the 'Economy of Your Contact Centre', Enabling You to Make Smarter Business Decisions".

A) Building A Flexible IVR System

B) Designing & Running An Effective VoC Program

Workshop covers:-l What is Driving Self-Service l Why Use IVR for Self-Service l What is 'Good IVR' l The IVR 'Best Practice' Scorecard l IVR Best Practice Guidelines l Review: Key IVR Functionalities l What the Research Tells Us About IVR l Next Generation IVR l Voice Biometrics & Speech Recognition l Designing IVR Systems l plus extensive design exercises The content has been recently updated and is now probably the most current workshop of its type on the planet.

CSAT scores have long been the sole determinant of how customers feel about the organisation. This workshop explores the new metrics and their judicious combinations that all organisations must now measure in order to gain a deeper appreciation of their own performance and what they might need to do to improve it.

Any idea how much it really costs to handle a particular type of call? How about an e-mail or a web-chat? What about the cost of recruiting and inducting one employee? Most organisations underestimate the real costs of these activities by at least 20 to 30 percent.

Having robust answers to these types of questions is critical.

In this workshop delegates are lead on a mission to discover how to:

l Cut costs without cutting quality

l Make smarter decisions based on better BI and less BS!

l Build stronger business cases to secure the budget needed to build better contact centres

Mr. Rod Jones, MD, Rod Jones Strategic Solutions, South Africa.

Pre-Conference

Post-Conference

17centrecall Middle East

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“ManagementMagic”

SOLUTIONS - GUIDANCE - NETWORKING

17centrecall Middle East

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“ManagementMagic”

Phas

e 1

Phas

e 3

Phase 4TO ’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.Dr. Brownell O'Connor, The Contact Centre Doctor, Ireland

MECC’17BONUSES SUMMARY

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34

56

78

910

New ”MECC ’17 Certification” Qualification (Needs Analysis, Exercise, Assignments, Etc)

Useful Operational Tools & Templates

Up-to-Date & Informative Article Pack

Discount Vouchers For Other Insights Public Courses In 2017.Free Membership To MECXExCo (CX Executive Council)

Valuable International Benchmarking Guides

Gala Awards Dinner - May 16 Evening

One Free Place On Next 2 Day Virtual People Management (VPM) Public Course. (Worth $2K)

Two Free Places On Next 2 Day Public Agent Course.(Worth $2K)

COMPLAINTSl Understand The “Tip Of

The Iceberg” Phenomenon

l Calculating The “Cost Of Complaints” Is Usually A Major Eye-Opener For Senior Decision Makers

l How & Where To Begin A Complaints Reduction Program

QUALITYl Are We Measuring The

Right Things?

l Should Whoever Scores A Call Also Be A Coach?

l Why Length Of Tenure Is Not Enough, QA Staff Need To Be Certified Properly

l How Higher Quality Drives Performance Improvement

Best MECC ’17 Certification Submission Highlighted

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Check Out The Latest News & Bonuses Online Atwww.insights-me.com/mecc

Or Register ONLINE atwww.insights-me.com

Complete the registration details below. Please ensure all sections are answered in CAPITALS.

Fax this form to INSIGHTS on +971-4-3329290.

You will be faxed back an acknowledgement and invoice.

Transfer the dollar amount directly to:RAKBANK (Swift Code : NRAKAEAK), Dubai Branch, P.O. Box 1531, Dubai, U.A.E.Tel : 2248000, Fax : 2281312. Account Name : INSIGHT COMPUTER CONSULTANCY Account No : AE170400000003135250002 You should add $30 to cover bank transfer charges.

Joining instructions will be sent on receipt of your payment.

PROGRAMTick

NOTE : A 20% cancellation fee is charged up to April 15th, 50% up to May 1st, thereafter 100%. Substitute attendees are permitted. Note that the organizers reserve the right to alter the program and venue without notice due to events outside their control.

FOR MORE INFORMATION CALL + 971-4-3329211 or E-MAIL : insights@emirates.net.ae

TO SECURE YOUR PLACE1

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Middle East Contact Centre Main Conference

$ 1595

REGISTRATION FEES

Please complete in CAPITAL LETTERS

First Name : Last Name :

Position: Department :

Fax back to

+971-4-3329290

REGISTRATION DETAILS

FEE US$

City :

Country :

Tel : Fax: E-mail :

Approving Manager's Name :

Signature :

Company :

Address :

Post Conference Workshops - May 18, 2017 - Choose 1

Main Summit - May 16-17, 2017

$ 795

$ 795

A. Building A Flexible IVR System

B. Designing & Running An Effective VoC Program

Discounts2. Group Registrations - Great Value!1. "Early Bird" Specials- 3-4 Delegates - 10%- 5-9 Delegates - 15%- 10+ Delegates - 20%

Book before April 15 and enjoy a $200/day reduction on list prices

Pre-Conference Tutorials - May 15, 2017 - Choose 1

$ 795

$ 795

A. Avoiding Outsourcing Failure

B. Modelling the 'Economy of Your Contact Centre', Enabling You to Make Smarter Business Decisions

$ 1995

$ 995

$ 995

$ 995

$ 995

BEFOREAPRIL 15

FEE US$AFTER

APRIL 15