At the conclusion of its second session,
Sharjah Contact Centers Forum confirms the main role of artificial intelligence in government communication
The Sharjah Contact Centers Forum dealt with how to enable crisis management strategies in dealing with the “Covid-19” crisis.
From the source
The activities of the second edition of the Sharjah Contact Centers Forum, organized by the Sharjah Contact Center of the Sharjah Government Media Office, concluded yesterday at the Oceanic Khorfakkan Hotel, under the slogan “Digital Solutions.. International Experiences.” The opening film of the forum dealt with the great tasks undertaken by the centers Communication, and its role in providing distinguished services to customers, asking a number of questions that he answered during his sessions.
The Director of the Sharjah Communication Center, Eng. Khaled Omar Al-Naqbi, explained that the forum aims to find innovative solutions that meet the expectations of customers, and support the performance of workers in the sector through the best expertise and experiences, through the discussions and research it presents that contribute to meeting the requirements and keeping pace with the successive changes.
During his speech at the opening of the forum, Al-Naqbi stressed that the practical experience demonstrated the importance of reviewing digital automation, its impact on improving services, and the implications of technological transformations on plans that are in line with global changes, referring to the experience of the Sharjah Contact Center in supporting the efforts of the Ministry of Foreign Affairs and International Cooperation at the outset. The “Corona” crisis by receiving nearly 78,000 calls through the call center, which contributed to the delivery of accurate government information and informing the public of all developments.
For his part, Director General of the Sharjah Government Media Office, Tariq Saeed Alai, said that what humanity is currently facing proves the importance of communication centers in communicating government messages, supporting its orientations, meeting the requirements of knowledgeable masses, and contributing to addressing urgent issues and problems.
He added that the forum confirms the role of call centers in supporting the development efforts of governments, addressing crises by opening doors of constructive communication, rapid response, and providing distinguished services to customers.
The Director General of Central Operations at the Sharjah Police General Command, Brigadier General Dr. Ahmed Saeed Al Naour, confirmed that the UAE ranked first in the Arab world and 11th globally among the 154 countries participating in the Global Knowledge Index in 2021 for the information and communication technology axis, reflecting the extent of the country's development, and its use of technology constructively to serve the society.
The first session of the second edition of the Sharjah Contact Centers Forum discussed how to enable crisis management strategies through call centers, the role of these centers in responding and dealing with the “Covid-19” crisis, and best practices in crisis and emergency management about the experience of the Ministry of Interior’s call center in facing “ Corona, and business continuity during the crisis, while improving performance within the remote work system.
The second session of the forum, entitled "Contact Centers.. Smart Communication and a Digital Reality", talked about the importance of the human element, especially during crises, with continuous training of employees, and the use of technology to help the human element, praising the role of the Sharjah Communication Center with its extensive experience. Infrastructure is available and highly trained personnel.
On the sidelines of its activities, the forum held two workshops on enabling crisis management strategies through call centers, and their role in rapid response and dealing with health crises, with the “Covid-19” crisis presented as one of the modern models.
The workshops aimed to enrich the customers’ experience through knowledge, the provision of the required data, the interaction of service providers during crises, the values and skills that customer service employees must possess to support the efficiency of communication, while learning about the latest technologies and channels in the call center sector and artificial intelligence, and digital solutions that contribute Effectively in raising the quality of work, and overcoming difficulties and challenges.
Recommendations
The second edition of the Sharjah Contact Centers Forum came out with many recommendations, most notably: Documenting the experience of the Sharjah Contact Center’s cooperation with the UAE Ministry of Foreign Affairs and International Cooperation during the “Covid-19” crisis, through a booklet that is circulated as one of the successful communication practices.
The recommendations also included the necessity of cooperation with technology companies, to support the research scope that discusses the role of artificial intelligence and digital solutions in serving customers, and intensifying training programs provided to employees of communication services and dealers according to management curricula and modern technology, especially emotional management programs and tools for work continuity during crises, in addition to The importance of activating the proactive communication feature in service and communication centers.
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