CREATING YOUR"NEXT-GEN" CONTACT CENTRE

How To Successfully Drive A Strategy-Led & Technology-Infused Business Enhancement Project To Deliver On The Vast Promise Of Personalised Customer Experiences

CALL CENTRE 2020MIDDLE EAST

Nov 2-3, 2020

INSIGHTS presents

www.insights-me.com/mecc

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Contact CentreUTSOURCING

Dubai, UAE

Middle East

CONFERENCE

INSIGHTS

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Middle East

Call Centre

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Contact CentreTE

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HNOLOGYCONFERENCE

Creating Your“Next Gen” Contact Center

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Introduction

Leveraging Technology Beyond OperationalSupport To Pro-active Business Driver

Let’s face it. Regional decision makers are conservative by nature and need to see solid business models and clear ROI calculations before agreeing to contact centre investment initiatives. For contact centre professionals who are more acutely aware of the importance of customer-focused outcomes such as customer satisfaction and loyalty, the challenge is to translate these realities into business metrics that the purse-string holders can more easily relate to-concepts such as revenue increases and market share for instance

At the same time, many of these same decision makers, seem to be convinced that “technology is the answer” as this will of course mean that head count (i.e. costs) will be reduced through automation, it will perform reliably and consistently for 24 hours per day (not just a normal 8 hour shift), and can be accounted for as a physical asset that is depreciated gradually as opposed to investment in a person that is “wasted” when he leaves.

Practising call centre professionals undoubtedly have a more nuanced view of the role of technology in the contact centre, and would undoubtedly subscribe to more general statements such as:-Ü Technology can provide a competitive

advantage but needs well trained staff to realize that potential

Ü Self-Service is taking over simpler customer requests but competent, empathetic agents equipped with the right technology tools (such as a Universal Agent Desktop (UAD)) are a better way to solve more complex customer requests

Ü Continuously reviewing processes and then using technology to help improve them is where the biggest gains in operational effectiveness and efficiency can be achieved

Ü Helping other departments understand the contact centre’s role, and how working together can create value for the company, highlights common aims and the technology tools that can be leveraged for that purpose

So Therein Lies Opportunity, Once It Is Also Accepted That :-è Many new contact centre technology

options are appearing, and being actively promoted by their vendors and IT media, but we are still in the early days as far as successful use cases are concerned.

è IT currently has a significant and sometimes delaying role in our decision-making process but this will diminish with the emergence of cloud solutions

è Contact Centre Technology vendors tend to dominate the market conversation, so we invariably get a biased view of what we should do.

è Similarly those same vendors and partners are keen to sell their products but these don’t always translate to the full solution we need – this lack of customisation & completeness can lead to underwhelming results.

Which Are The Top Technologies Currently Impacting Contact Centres Of The Future?

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So, Are You Ready For The Contact Centre Technology Challenge, Including1. Understanding The Possibilities And How

They Can Best Be Deployed In Your Situation, Especially Emerging Cloud Solutions

2. Matching Your Technology Adoption Plan To Corporate Strategy

3. Ensuring A Solid Foundation On Which To Build By Addressing Current Performance GAPS.

4. Identifying The Most Important Integration Issues And Fixing Them In A Timely Manner

5. Choosing A 3rd Party Implementation Partner Or Set Of Partners To Accelerate The Implementation Process & Actively Manage Them

6. Creating A Realistic Roadmap But Aligning It With Business Goals & Milestones

7. Developing People And Processes In Parallel & Especially With Other Departments To Keep The Project On Track - Roles & Responsibilities Must Be Clear

8. Refining The Approach, In The Light Of Ongoing Customer Feedback

9. Building A Business Case With Clear Financial Analysis & RoI Targets

10. Allowing For Testing Especially With Regard To New Process & People Readiness

A recent survey of 330 contact centreprofessionals were asked to name the top 3 upcoming technologies theyexpected to assimilate

Source : contactcenterpipeline.com

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Announcing the MECC 2020 Conference

Ü Over The Course Of 20 Years Has Established Itself As The Industry’s Premier Annual Meeting Place For Learning & Networking

Ü Identifies The Top & Most Urgent Development Priorities For Regional Contact Centre & Sets Out To Address Them

Ü Is Organized & Prepared By In-The-Field Practitioners Who Actually Know & Experience What Is Going On In The Market (As Opposed To Copy-Paste From Outside-The-Region Event Programs)

Ü Incorporates Conference Theme-Aligned Case Studies & Unique Problem Solver Presentations For Maximum Delegate Insights & Ideas Generation

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Unlike other regional conferences that feature a random selection of relatively inexperienced speakers and some not-very-well-disguised sales pitches, MECC brings together genuine and experienced experts and in-the-field practitioners offering actionable guidance, and all coordinated to an overall conference plan and deliverable, i.e. your customized Technology Upgrade development outline.

The Only Regional Contact Centre Conference That:-

Ü The Main Regional Independent Call Centre Vendor Platform Where The Latest Products, Services, Technologies & Solutions On Display Can Be Assessed For Their Appropriateness For Your Own Situation

Ü A Must-Attend Learning & Networking Opportunity For The Regional Call Centre Community With The Additional Promise Of Awards Recognition Available To Stand-Out Performers

In Addition, MECC’20 Is

The MECC’20 Effect - Leave MECC’20 Feeling:-Ü Inspired by the achievements of others and

eager to emulate (or even surpass) them yourself

Ü Happy that your new, MECC’20 inspired and tech-infused development plan is essentially complete (because you have done all of the heavy lifting at MECC20)

Ü More competent in your ability to make decisions affecting bots strategic & operational issues

Ü Confident to present your plan to senior decision makers because you know that they will be delighted.

THE MECC ‘20 - LEAVING NOTHING TO CHANCE

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Ü Recommended Reading

Ü MECC’20 Data Collection Templates

Ü Pre-Event Consultancy Call

PRE-CONFERENCE PREPARATION

Ü Inspiring, Actionable Guidance

Ü Tech-Infused Improvement Element Templates

Ü Assisted Completion

MECC’20CONFERENCE

Ü Post MECC Workshop (Nov 4)

Ü Consultancy Call

Ü Final Presentation Review

POST-CONFERENCE FOLLOW-UP

Ü Review Current Performance

Ü Fix Basic Problems

Ü Explore New Possibilities

Ü Strategize Competitive Position & Brand Proposition

Ü Establish & Define Contact Centre Priorities

Ü Gather Financial Input

Ü Design New Customer Contact Experience

Ü Identify Resources Needed

Ü Prepare Initial Project Plan

Ü Identify Project Risks & Mitigation Tactics

Ü Present Business Case To Senior Management For Their Approval

Ü On Ok, Set Up Cross-Functional Team & Proceed

MECC 2020 - Expert & CustomizedGuidance On Offer

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Just Imagine Leaving MECC’20 Being Able ToÜ Map Out Your Technology Development

Plan For The Foreseeable Future (Next 3 Years)

Ü Create A Creditable Plan That Will Gain Senior Management Approval

Ü Decide The Acquisition Roadmap For New Technology That Allows You To Determine A Realistic & Compelling Business Case

Ü Choose The Best Internal Team With The Right Combination of Expertise and Commitment To Your Project

Ü Identify The Missing Knowledge & Competency Skills You Need To Acquire To Make Your Project Succeed

Recognized, World-Class Speakers

INSIGHTS events are distinguished by the worldly experience and subject matter expertise of its speakers. MECC’20 will feature a host of international experts, alongside a judicious mix of successful

regional practitioners all focused on helping your achieve a successful Technology Upgrade implementation

Guided Learning & Customized Tech Upgrade Plan On OfferAs well as pre-event preparation, INSIGHTS conference sessions will be both informative and interactive in the sense that, delegates will be guided to complete a “Technology Upgrade Plan”

playbook as the conference unfurls. Follow-on sessions and consultancy calls ensure a viable project presentation is prepared for senior management to sign off

MECC’20 Featured Speaker

Martin Hill WilsonCustomer Service, Customer Experience & Social Business Strategist - Author, Keynote Speaker & Blogger, Brainfood Consulting

Martin Hill-Wilson is a customer service and social business strategist. His company Brainfood Consulting provides customer strategy services to a range of B2B and B2C brands. Martin is also a long term member of the UK customer service community passing on his expertise as a keynote speaker and blogger.

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DIGITAL TRANSFORMATION IN THE CONTACT CENTRE

Integration

RPA

AIChatbots

Machine Learning

AnalyticsQA

WFM Omnichannel

5GCX

CloudKnowledge base

Authentication

Mobiel Apps

AI

Analytics

Analytics

AnalyticsAI

AICloud

Cloud

CloudKnowledge base

Knowledge base

Knowledge base

Authentication

Authentication

Omnichannel

Omnichannel

WFM

WFM

5G

Analytics

Analytics

Chatbots

Chatbots

Chatbots

Mobiel Apps

RPA

RPA

Chatbots

5GCloud

CloudOmnichannel

Omnichannel

Knowledge base

Analytics

MECC’2020 CONFERENCE

PRE-CONFERENCE TUTORIALS - NOV 1

MECC Masterclasses are a new INSIGHTS event innovation designed to

a) Prepare you for the main conferenceb) Act as a refresher session on a key

contact centre topic, and/orc) Assist your team members to gain some

key contact centre knowledge more clearly and usefully

Masterclasses run for half-a-day and delegates can attend any two of the following:-

1. MM1 – Outsourcing Success Essentials2. MM2 – Cost-Cutting Strategies That

Work3. MM3 – New WFM Considerations In The

Omnichannel Era4. MM4 – Leadership In A Fast-Changing

Environment

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LEVERAGING NEW TECHNOLOGY TO THE MAX

MAIN CONFERENCE TRACK

1. KEYNOTE – Does My Organisation Need A Contact Centre Going Forward?

2. The State Of CX

3. The State Of Contact Centre Technology

DAY 1, NOV 2, 2020 DAY 2, NOV 3, 2020

PROBLEM-SOLVERSESSIONS

A1A

A1B

A1C

A1D

PROBLEM-SOLVERSESSIONS

A2A

A2B

A2C

A2D

The State Of Play

Break

4. Not Existing In A Corporate Vacuum-Clarifying Your Contact Centre Strategy & Voice of the Customer Tactics

5. The Industry Has Moved On-Time For A More Sophisticated, Practical & Ultimately More Business-Enhancing Approach To KPIs, Standards & Benchmarks

6. Establishing Your Contact Centre’s Worth-Knowing Your Financials & Your Value Proposition

Foundational Issues

7. Designing the New Customer Contact Experience, Addressing How It Solves Existing Problems & The Benefits It Will Bring

8. Identifying The Resources Required Explicitly (People, Processes, Finance, Technologies) 3rd Party Assistance & The Consequences Of Implementation (Positive & Negative)

9. Preparing A Workable Plan With Timeframes & Objectives & Using Clear Measurement Techniques

Taking A Technology-Aware Approach To Contact Centre Development

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10. Identifying Project Risks & How These Will Best Be Managed & Mitigated

11. Gaining Senior Management Buy-In With The Business Case & A Cost Benefit Analysis

12. Establishing A Cross-Functional Group To Facilitate Reporting & Act As A Steering Committee.

Powering Forward

POST-CONFERENCE

The MECC Post-Conference day sees two distinct sessions. The first is “Work On Your Technology Upgrade Plan” workshop where conference speakers work with delegates to clarify issues arising and answers to be crafted for their plan.

The second, afternoon component offers further ½ day masterclass seminars covering the following topics:-

5. MM5 – QA Scorecard Design Considerations

6. MM6 – Customer Journey Mapping Essentials

7. MM7 – The Master Team Leader Skill – Team Building

WORKSHOPS - NOV 4

+Special Vendor

Show Offers/Discounts

+Networking

Opportunities

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Conference sessions in soft copy format plus demonstrated tools and templates will be forwarded for further delegate review and sharing with colleagues

Essential Contact Centre E-GuidesVital knowledge & best practices covering topics such as

- Leveraging the Use of Outsourcing

- Setting up an IVR solution

- Business Process Mapping

- Workforce Optimisation

Useful Research/SurveysProprietary & curated resources to help you make decisions. Covers

- Common Industry Challenges & Priorities

- Driving Digital Engagement

- Customer Experience Trends

- AI-infused Technology Options

MECC ’20Discount Scheme- Early Bird – 10% off on all options till Sept 30

Group Discounts -

- 3 for 2 pricing – pay for 2, get 3rd place free

- 5 for 3 pricing – pay for 3, get 4th and 5th places free

Follow UpAssistance To HelpComplete Your Upgrade PlanImmediately following the main conference on June 23, an optimal free-to-attend half day workshop with key conference speakers and/or a conference call will ensure your

Technology Upgrade plan is finialised

30% Discount Voucher For Next 2 Day Brad Cleveland WorkshopBrad is widely acclaimed as the world’s top contact centre management guru. Attendance at one of his workshops is a call centre manager’s “rite of passage”

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Your MECC’20 Event Package IncludesA Unique Set Of Bonuses & Benefits

Main Conference Sessions In Soft CopyFormat

Note : New Options Will Be Added

To The Above As The Event Nears.

Check www.insights-me.com/mecc

for the latest updates

+Awards Night

Gala Dinner Attendance

MIDDLE EAST CALL CENTRE AWARDS 2020

INSIGHTS

Awards20

Middle East

Call Centre

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Are You Sure You Are The Best? - Have Your Achievements Recognized & Validated By Your Peersl The Leading, Regional Peer-Judged Competition

l New Awards Format For Sites, Individuals & Problem Solvers

l A Proven Way To Foster Teamwork, Kickstart Improvement Initiatives & Accelerate Development

+ So Much More

The INSIGHTS Awards Are The Unequivocal World Leader In Peer-selected,

Evidence-based Call Centre/CX Awards

NETWORKING AT IT’S BEST

20Regional

Problem Solver

Interactions, one-on-one consultancy sessions, subject matter expert presentations and socialising are just some of the myriad ways MECC’20 can help you explore issues of particular relevance to you and your contact centre. Nothing beats face-to-face interaction as the way to move a mutually beneficial agenda forward.

10MECC’20 SUMMARY& KEY BENEFITS

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Always inspirational, MECC’20 ensures you stay up-to-date with relevant industry and best practice options

Collect valuable ideas that you can't find elsewhere

Explore new, innovative ways to solve region-specific problems

Get great deals on new product/service offerings from participating MECC '20 vendors

Get your key staff trained on specific functional subjects

Collect invaluable planning input, in particular on avoiding expensive mistakes

Return to your workplace post MECC’20 equipped to take immediate action that could make a significant difference to your results

l Customer Service/Experience 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

MECC’20Who Should Attend

MECC ’20 Discount Scheme

The region’s own annual contact centre-forum learn from both international experts & your peers

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- Early Bird – 10% off on all headline options till Sept 30

- 3 for 2 pricing – pay for 2 get 3rd place free

- 5 for 3 pricing – pay for 3 get 4th and 5th places free

MECC 2020 MECC 2020

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Take advantage of the new conference industry format that includes both pre and post event guidanceLeave with a solid deliverable - Your Customized Technology Upgrade Plan

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 or send by email to insights@eim.ae

You will be sent 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.

Event attendance is by prior payment only.

PROGRAMTick

NOTE : A 20% cancellation fee is charged up to Oct 1st, 50% up to Oct 15th, 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 ‘20Main Conference & Awards Night Gala Dinner (Single Seat)

$ 1595

REGISTRATION FEES

Please complete in CAPITAL LETTERS - Replicate As Necessary For Multiple Registrations

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 :

Main Summit - Nov 2-3, 2020

Discounts2. Group Registrations - Great Value!1. "Early Bird" Specials

- 3 for 2 pricing – pay for 2, get 3rd place free- 5 for 3 pricing – pay for 3, get 4th and 5th places free

Book before Sept 30 and enjoy a 10% off onlist prices

Pre-Conference Tutorials - Nov 1, 2020 - Choose 2

$ 495

MM1 -

$ 1995

$ 695

BEFORESept 30

FEE US$AFTERSept 30

Outsourcing Success Essentials

MM2 - Cost-Cutting Strategies That Work

MM3 - New WFM Considerations In TheOmnichannel Era

MM4 - Leadership In A Fast-Changing Environment

Pre-Conference Tutorials - Nov 4, 2020 - Choose 2

$ 495

MM5 -

$ 695

QA Scorecard Design Considerations

MM6 - Customer Journey Mapping Essentials

MM7 - The Master Team Leader Skill – Team Building