A large crowd of officials and employees of government departments, and those interested in the customer service sector and call centres participated in the workshops of the Forum organised by the Sharjah Contact Centre of the Sharjah Government Media Bureau, on Thursday in Khorfakkan.
In the "Data Analysis Skills in Contact Centres", trainer Tamer Khader, Customer Success Manager at the "ziwo" cloud call centre, stressed the importance of cloud systems to improve the quality of customer service quickly and effectively, and the role of data and its analysis in preparing accurate reports that enable making the most successful decisions in conducting the process of communicating with the public and providing their requirements.
Delivered by Dr. Ahmed Tahlak, President of Teleservice explained that high quality in dealing reduces transaction time, which is required in call centres. In order to achieve this, it is necessary to know how to deal with the types of customers through verbal and non-verbal communication skills, and to possess the capabilities of personality management, knowledge management, and skills management, as well as managing behaviours and ethics.
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