According to Dominick Keenaghan, president of INSIGHTS, “Excitement is growing in our industry not only because of the many new tools and innovations such as social media and improved performance analytics that are appearing but also because the contribution of the call centre to overall business performance is finally being more widely understood and recognized. Anticipation is also high because delegates know from past attendance or have heard from colleagues that MECC is the best place for them to update themselves on industry trends, new technologies and best practice methodologies. They also understand they will find answers at MECC to their most pressing questions by interacting with the many international experts and fellow practitioners in attendance.”
Continued Keenaghan, “As in any gathering of specialists, people discover invaluable insights that can create incredible results and RoI back at the office. Helping the company’s key decision makers to understand customer loyalty and customer retention issues from a financial perspective are two such areas, and many call centres have been able to expand their scope of operations as a result. After all, potentially listening to customers 24 hours a day, 7 days a week and 52 weeks a year is going to give you some significant insights into customer behavior, likes and dislikes and as a result the directions an organization needs to be headed in.”
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