Thursday, January 12, 2023 – 7:42 PM
SHARJAH, 12th January / WAM / The Sharjah Communication Center of the Sharjah Government Media Office organized today at the Oceanic Hotel – Khorfakkan the third session of the Sharjah Forum for Contact Centers under the slogan “Interactive Services… Comprehensive Channels” under the patronage of His Highness Sheikh Sultan bin Ahmed bin Sultan Al Qasimi, Deputy Ruler Sharjah Chairman of the Sharjah Media Council, where the forum presented specialized and future visions to improve the quality of call center services, and discussions between a group of prominent officials and consultants resulted in constructive recommendations.
The third session of the forum highlighted the most important creative communication tools and how to build an innovative digital environment to serve customers by employing artificial intelligence and cloud computing and moving towards data integration. Speakers from the Arab Gulf and the Middle East also discussed future prospects for emotional artificial intelligence in call centers, in the presence of officials and directors of government agencies and a number of Contact and customer service personnel.
His Excellency Tariq Saeed Allay, Director General of the Media Office of the Government of Sharjah, confirmed that the forum is an addition to Sharjah’s renaissance march, and it achieves, through discussions and exchange of expertise and experiences, what we aspire to in terms of communication strategies that have a positive impact on communication centers locally, regionally and internationally, pointing out that the forum Promotes the path aimed at providing instructions, facilitating transactions between government agencies and the public, and shortening time and distances by using interactive and comprehensive communication channels.
For his part, Engineer Khaled Omar Al Naqbi, Director of the Sharjah Communication Center, stated that service quality standards have become dependent on the ability to keep pace with technology and innovation transformations in light of artificial intelligence, cloud computing and social media platforms, which necessitates effective communication with customers by upgrading call center services and working to strengthen strong infrastructure. And smart.
The first discussion session, “Digital Communication and the Principle of Correct Guidance,” discussed the role of artificial intelligence in communication mechanisms and the most efficient tools in guiding customers. The Kingdom of Bahrain and His Excellency Osama El Gohary, Head of the Information and Decision Support Center in the Egyptian Council of Ministers, stressed the need to apply advanced technologies capable of understanding the public, its behavior and its needs.
The second session, “Transformations of Contact Centers in the Era of Emotional Artificial Intelligence,” discussed the concept of emotional cloud computing, its fields of application, and its impact on the quality of services and operations. Each of the speakers stressed Dr. Noura Al-Houti, Assistant Professor at the College of Communication at the University of Sharjah, and Dr. Abdullah Al-Maghlouth, Undersecretary of the Ministry of Information for Communication in the Kingdom of Saudi Arabia. Dr. Khaled Al-Munif, a writer specializing in psychology and self-development, stressed the importance of building a social thought in dealing with artificial intelligence and providing academic programs that keep pace with the requirements of the labor market in the era of emotional computing, while HE Eman Al-Roudhan, CEO of Zain Kuwait, went on in her inspiring speech, “Innovation in Digital Environments Call Centers” to the role of digital innovation in facing challenges and supporting the efficiency of operations and services that enhance institutional reputation.
The agenda of the forum included holding two interactive workshops, the first entitled “Data Analysis Skills in Call Centers”, where trainer Tamer Khader, Customer Success Manager at the “ziwo” cloud call center, 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 One of the most successful decision-making in conducting the process of communicating with the public and providing its requirements.
In the second workshop, “Mechanisms of Effective Communication in Customer Service Centers,” Dr. Ahmed Tahlak, President of “Teleservice” explained that high quality in dealing reduces transaction time, which is required in call centers. In order to achieve this, it is necessary to know how to deal with types of customers through skills. Verbal and non-verbal communication and possessing the capabilities of personality management, knowledge management, skills management, as well as behavior and ethics management.
At the conclusion of its sessions, the Sharjah Contact Centers Forum recommended enabling communication staff with data analysis tools to improve the level of services and work on speeding up the inclusion of academic programs specialized in artificial intelligence in a more comprehensive manner, and the need to invest in psychology studies to identify trends in emotional artificial intelligence programming.
Emad Al-Ali / Batoul Kashwani
