emirates7 - The second Sharjah Contact Centres Forum (SCCF), being organised by the Sharjah Contact Centre of the Sharjah Government Media Bureau (SGMB), is set to take up a number of vital issues and future challenges facing the call centres industry in the UAE and the region, including the adoption of effective digital technology solutions and the strategic role call centres play in times of crises like the Covid-19.

Held under the patronage of His Highness Sheikh Sultan bin Ahmed Al Qasimi, Deputy Ruler of Sharjah and Chairman of Sharjah Media Council and themed “Digital Solutions…International Experiences,” the Forum opens on Wednesday, January 12, at the Oceanic Khorfakkan Hotel on Sharjah’s picturesque East Coast.

Through its various sessions, workshops, keynote speeches and expert insights delivered by industry leaders and government stakeholders, the second Sharjah Contact Centres Forum will discuss the critical importance of embracing global standards by the call centre industry to ensure the effectiveness and efficiency of customer services and communication processes as they directly impact the image and reputations of institutions.

Leading industry experts and decision makers will headline the day long forum being held in the East Coast city of Khorfakkan for the second year.

Inspirational speeches

In his inspirational speech, Brigadier Dr Ahmed Saeed Al Naour Al Naqbi, Director General of Central Operations at the Sharjah Police, will discuss the multiple tasks and responsibilities of modern call centres and their vital roles, stressing the importance of effective and efficient communication and the proper receipt and smart delivery of communication messages, and the extent to which this reflects on society in general. He will also tackle the growing role of technology and Artificial Intelligence in order to boost the efficiency of call centres in the country and develop their performance.

Role of Call Centres in Crises

This special session will turn the spotlight on the critical role of call centres and their working closely with the competent authorities in times of crises and emergencies, by broadcasting messages and providing the vital information to the public. The forum will in particular discuss the vital role call centres played during the Covid-19 pandemic.

The session titled "Global Crises and the Roles of Call Centres" will be headlined by Colonel Nasser Khalifa Al Falasi, Director of the Unified Call Centre at the UAE Ministry of Interior, Dr. Ayman Adel Ahmed, Executive Director, National Ambulance Service, Eng. Mohamad Abdalla bin Ali, Manager of the Sharjah Electricity, Water and Gas Authority (SEWA) Call Centre. Omar Ahmed will moderate the session.

Smart connectivity and digital reality

Dr. Ahmed Tahlak, Chairman of the Board of Directors of Levin Burt Management Consulting, and Boris Nagavov, General Manager of Development Department at AST, will take part in the session titled “Contact Centres…Smart Communication and Digital Reality”, moderated by media personality Hamid Al-Mohammadi. The session will deliberate on the technological transformations taking place in the call centres industry and the far-reaching implications of adopting smart solutions and strategies by the sector.

Enriching customers' experiences

On the sidelines of the main sessions, the Sharjah Contact Centres Forum will also host specialised workshops moderated by television presenter Aisha Al Zaabi, with the aim of enhancing the knowledge of call centre employees. The workshop seeks to focus on refining the skills and abilities of customer service personnel in order to enrich customer experience according to the highest international standards.

Rehab AlTawari, customer service advisor and founder of RT Management Consulting, will headline the workshop “Crisis Management Strategies in Call Centres. Baraa Abdul-Mahdi, Director of Development Department at AST, will present a workshop on the “Role of Call Centres in Dealing with Health Crises.” The forum seeks to come up with results and recommendations that will support and help smoothen the work of call centres industry and support their development in accordance with the latest global trends, scientific insights and communication experiences.