Sharjah24: The Sharjah Contact Centre, an affiliate of Sharjah Government Media Bureau (SGMB), has announced the launch of the second Sharjah Contact Centres Forum, being held under the patronage of His Highness Sheikh Sultan bin Ahmed Al Qasimi, Deputy Ruler of Sharjah and Chairman of the Sharjah Media Council, on January 12, at the Oceanic Khorfakkan Hotel. Being held under the slogan “Digital Solutions…International Experiences”, the Forum will be attended by government stakeholders as well as leading communication specialists and experts in customer service management from across the country and the region.
The second edition of the Sharjah Contact Centres Forum in Khorfakkan will explore and seek to find, through a number of sessions, speeches and professional workshops, the best solutions that could support and smoothen the work mechanisms of call centres industry in the country and the region.
His Excellency Tariq Saeed Allay, Director General of Sharjah Government Media Bureau, expressed confidence that the Forum will come up with recommendations to support effective mass communication systems and serve the objectives of call centres and the continuous improvement of their services in view of the important role they play in communicating vital messages and information to the public.
The Forum will turn the spotlight on the most successful regional and international practices in the customer service industry in both the government and private sectors, tackling the changes and challenges it has been witnessing in in the wake of global crises.
The Forum is tasked with finding effective solutions that ensure overcoming any challenges posed by the urgent and dramatic changes being witnessed around the world, he added.
Allay stressed that the Forum is a specialised platform that brings together yesterday's results with today's reality to establish a future strategy that ensures the development of communication systems according to highest global standards based on modern training programmes and scientific expertise provided by the human element. The human element is the most important factor in mass communication even as it employs innovative digital solutions and applications that enhance the speed of access to services and information, he pointed out.
The Director General said that the Forum being held in Khorfakkan targets communication officials in the government and private sectors, researchers in the field of developing customer service centres, data analysis experts, human resources specialists, and customer service and management personnel.
The Sharjah Contact Centre of the SGMB works to highlight the unified government identity, facilitate public access to information, and respond quickly to various inquiries related to all services, events and tourist places in the Emirate of Sharjah.
The Forum will provide invaluable lessons and experiences stemming from practical practices presented by specialists from leading government organisations and other stakeholders, discussing the changes and challenges facing the industry through axes; namely modern communication systems, proactive visions, crisis management, digital transformation, and the role of innovation and technology in the call centres industry.
The Khorfakkan meet offers access to development opportunities that support building an integrated communication system that keeps pace with the highest levels of quality in the field of customer service in various areas. The forum also addresses the basic pillars that will ensure the continuous development of the capabilities of employees in customer services departments based on modern scientific knowledge that enhances analysis and response skills.
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