SCCF stresses investment in Human Resources, Innovation

  • Tuesday 18, February 2020 04:44 PM
Sharjah24: Sheikh Sultan bin Ahmed Al Qasimi, Chairman of Sharjah Media Council, stressed the importance of creativity and innovation as the main pillars for effective communication in the service of the people. He called on the call centres industry to keep abreast of technological advancements and embrace training and new competencies to enhance customer service.
This came during the opening of the first Sharjah Contact Centres Forum (SCCF) on Monday ,February 17, at the Oceanic Hotel in Khorfakkan, organised by Sharjah Contact Centre of Sharjah Government Media Bureau.

The opening was attended by Sheikh Saeed bin Saqr Al Qasimi, Deputy Chief of Sharjah Ruler's Office in Khorfakkan and a number of senior Sharjah officials, heads of government departments and entities as well as private sector stakeholders from across the UAE and the region.

Sheikh Sultan bin Ahmed Al Qasimi drew attention to the various initiatives undertaken by Sharjah Government Media Bureau with the constant support and guidance of His Highness Sheikh Dr Sultan bin Mohamed Al Qasimi, Supreme Council Member and Ruler of Sharjah, to develop the media and communication sector in the Emirate with a focus on government communication programmes and services for sustainable development and progress of the Emirate.

The first Sharjah Contact Centres Forum complements the development vision of the Emirate with initiatives aimed improving services in the call centres sector, locally and internationally, in a way that simulates Sharjah's steps and march of progress, he added.

The first Sharjah Contact Centres Forum is aimed at attracting all stakeholders of the sector to exchange their experiences and expertise to enhance partnership between the public and private sectors, providing a stimulating environment for the operations of the call centres, said the SMC Chairman.

He lauded the Sharjah Contact Centre, which operates around the clock to serve the people of the Emirate, for its many achievements and for providing quality services that support Sharjah’s development goals.

Sheikh Sultan bin Ahmed Al Qasimi called for a partnership between the public and private sectors to come up with programmes and initiatives that support the industry.

The Sharjah Call Centre is an important platform to communicate in the Emirate and provides an integrated database of information related to more than one hundred Sharjah government departments and organisations.

The Khorfakkan forum was attended by representatives of a number of government and private sector institutions and organisations from across the Gulf Cooperation Council nations and East African countries. The meet discussed the key developments in the sector in the region, its potential and challenges.

The Forum touched on the use of innovation and technology in call centres with various companies concerned with the industry discussing the ways of improving the quality of services.

Investment in Human Resources

The first sessions of the Sharjah Forum for Contact Centres, titled "Stronger Investment ... Empowering Manpower", discussed the sector's competitiveness and ways of investing in human resources to empower those working in call centres.

The session featured Eng. Mansour Al Dalan, Vice President and CEO of the Call Centres Company from the Kingdom of Saudi Arabia, Dr Ahmed Tahlak, Founder and Director of The Teleservices Company, HE Hassan Hussein, Executive Vice President, Platforms and Projects, Customer Services, Etisalat, and Fatima Al-Shehhi, Director of Standards and Infrastructure Projects at Telecommunications Regulatory Authority (TRA).

The session called for investment in the human resources in the industry and training workers, stressing the importance of a comfortable and positive work environment for call centre employees as well as the happiness of customers.

The first session discussed the issue of competitiveness in the United Arab Emirates and the role of competitiveness in promoting the tourism sector and how to empower the national cadres in the call centres industry.

Innovation and technology

The second session of the forum, titled "Innovation and Technology in Contact Centres", stressed the importance of innovation in call centres to develop direct communication mechanisms and tools that support knowledge of workers and achieve customer satisfaction.

The second session featured HE Mohammed Ali AlQaed, CEO of Information and E-Government Authority in Bahrain, and Tawfiq Bin Mohsen Bin Muhammad Al Lawati, Senior Adviser to the Chief Commercial Officer, Oman Telecommunications Company (Omantel), Osama Al Zoubi, CEO of Cisco Middle East, Dominic Keenaghan, CEO of Insights, and Fadi Hani, Executive Vice President of Avaya - Middle East, Turkey and Africa.

The session discussed the mechanism of dealing with the vast amount of data and information, analysing it successfully and drawing accurate results to understand the popular trends and anticipate the needs of future cities.

The session touched on data management and research for customers in call centres and ways of managing customer expectations. It also discussed integration between technology and innovation and the future of jobs in data analysis.

The session, "Innovation and Technology in Call Centres", covered the use of technology by the industry and how to integrate Artificial Intelligence technologies with call centres, the role of programmers in call centres, and how to maintain information security.

Workshops - Getting Ready for UAE 50

The Sharjah Call Centres Forum also organised training workshops in cooperation with Levenburt Consulting and Training and Insights with the participation of more than 100 call centre workers.

The first workshop titled ‘Getting Ready for 50’ talked about the opportunities and challenges facing the industry and the country as the UAE turns 50. The workshop was conducted by Dr Ahmed Tahlak, founder and President of Teleservices Consulting and Training Company and Chairman of the Levenburt Consulting and Training.

The second workshop dealt with the next generation of call centres, presented by Osama Al Saghir, senior consultant at Insights, and explained the importance of developing strategies and their application to enrich the experience of both workers and clients and the future of call centres.