Call centres take centre stage.

M2 PRESSWIRE-7 November 2001-MECC: Call centres take centre stage (C)1994-2001 M2 COMMUNICATIONS LTD

RDATE:07112001

Dubai, UAE -- The Middle East's 6th annual Call Centre/CRM 2002 show (MECC 2002) is slated to take place from Jan 20 22 in Dubai. Featuring a "where to begin" keynote by Middle East Call Centre Manager of the Year, Ahmed Tahlak of Emirates Airlines, the show promises to be the most useful and helpful for new call centre start-ups in the region to date.

Explained Dominick Keenaghan, President of INSIGHTS, "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. 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."

At present, comprehensive guidance on how to go about establishing a productive call centre is still not widely available in the market. MECC 2002 show seeks to bridge this gap by providing an up-to-date forum, rich in international field experience and local expertise such as Ahmad's, to help organisations get started. The MECC 2002 Exhibition though demos and discussions will also help many understand the core principles that drive call centre activity."

The MECC 2002 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 ...