Sharjah24: The third Sharjah Contact Centres Forum (SCCF) opens Thursday, Jan 12, in Khorfakkan themed "Interactive Services... Comprehensive Channels", under the patronage of His Highness Sheikh Sultan bin Ahmed Al Qasimi, Deputy Ruler of Sharjah and Chairman of the Sharjah Media Council, with the participation of more than 10 speakers, senior officials and experts in the field of communication from across the Arabian Gulf and the Middle East region. The annual forum is being hosted by Sharjah Contact Centre, a subsidiary of the Sharjah Government Media Bureau, at the iconic Oceanic Khorfakkan Hotel.
The third edition of the Sharjah Contact Centres Forum, which includes two main sessions, two interactive workshops and an inspiring speech, is being attended by senior government officials, managers, academics and experts in customer relations, communication technology and data centre systems. The forum’s agenda includes deliberations on the future opportunities and challenges in the call centre industry in view of the growing use of Artificial Intelligence and cloud computing technologies in the region and beyond. The experts will explore the opportunities to exchange experiences and analyse critical changes taking place in the call centre industry locally, regionally and around the world.
The Sharjah Contact Centres Forum opens Thursday with two interactive workshops. The first is entitled "Data Analysis Skills in Call Centres", presented by Tamer Khader, Customer Success Manager at the ZIWO Cloud Call Centre in Dubai. The workshop underlines the importance of having the right tools to deal with data and analyse it effectively. The workshop will also explain the role of putting advance scenarios in place to meet future challenges and make smart use of technologies in call centres.
The second workshop titled “Mechanisms of Effective Communication in Customer Service Centres,” is presented by Dr Ahmed Tahlak, President of Teleservices and aims to arm call centre employees with effective communication skills to achieve standards of excellence in providing services.
Main Session: Digital Connectivity and Principle of Correct Guidance
The first main session titled, "Digital Connectivity and the Principle of Correct Guidance", discusses the nature of universal service channels for call centres and the impact of self-service on the web and the Artificial Intelligence applications on them.
Youssef Al Binkhalil, CEO of the National Contact Centre, Bahrain, Osama Al Gohary, Head of the Information and Support Centre and Decision-making in the Egyptian Council of Ministers, and Sheikha Dr Alia bint Humaid AlQassimi, a social development expert, will headline the dialogue session. Aisha Al Ansari from the Sharjah Broadcasting Authority will moderate the session.
Call Centres in Era of Emotional Artificial Intelligence
The second session titled "Transformations of Contact Centres in the Era of Emotional Artificial Intelligence" will discuss the global expansion in investing in Emotional Artificial Intelligence technology and its areas of application and impact on the quality of services and operations in the call centres industry.
Dr Abdullah Al-Maghlouth, Undersecretary of the Ministry of Information for Communication, Saudi Arabia, Dr Khaled Al Munif, a writer specialising in psychology and self-development, engineer Khaled Al Mansoori, an expert in Information Technology and Artificial Intelligence, and Dr Nora Al Houti, Assistant Professor at the College of Communication at the University of Sharjah, are taking part in the second session, which will be moderated by Aisha Al Zaabi from the Sharjah Broadcasting Authority.
The forum concludes with an inspiring speech on "Innovation in the Digital Environments of Call Centres" by Eaman Al Roudhan, CEO of Zain Telecom, Kuwait. She will be speaking on modern communication trends and ways of offering an innovative vision of creativity in order to enhance communication with customers and institutional reputation.
Familiarisation tour
On Wednesday, the Sharjah Contact Centre organised a special familiarisation tour of the beautiful East Coast city of Khorfakkan for the delegates and guests attending the forum. The guests explored the tourist attractions and rich natural and historical sites, inclulding the Khorfakkan Amphitheatre and Al Rabi Tower, the landmark which offers a breathtaking view of the city.
The tour also included a visit to the Sharjah Contact Centre, which plays a key role in facilitating smooth public communication with government institutions and departments and defining and enhancing government identity and role. The Sharjah Contact Centre serves as a single-point communication channel between the government and the people and maintains a modern and constantly updated electronic database that achieves quality and continuous development of services in the Emirate, ensuring a speedy response to customers’ inquiries and needs.
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