To explore the best practice industry methods for delivering world-class contact centres. Abu Dhabi Systems and Information Centre (ADSIC), the government entity responsible for the emirate’s ITC agenda, recently participated in the Government Contact Centre Summit Middle East 2015, which took place at the Dusit Thani Hotel in Dubai from 17th to 20th May.
As the only event in the region dedicated to the government sector as a central gathering for senior contact centre professionals interested in learning, networking and planning for future developments, the two-day knowledge sharing event aimed at exploring the best practice industry methods for delivering world-class contact centres through efficient workforce management and modern technologies.
The Summit also provided an ideal opportunity for ADSIC to highlight the various notable achievements and successes of the Abu Dhabi Government Contact Centre 800555 in Al Ain, which marked its one year anniversary last February and enjoys a strong national workforce.
Speaking on the occasion, Mr.Hamad Al Mansoori – Senior Service Manager at ADSIC stated, “ADSIC’s participation at the Government Contact Centre Summit Middle East is part of our leadership’s commitment to continually developing and enhancing the level and quality of services we provide our end-users, with the Abu Dhabi Contact Centre being one of our core offerings for centralizing Government access through smarter and more convenient channels in order to align each avenue with the broader e-government vision.”
Mr Al Mansoori added, “The Summit was also important in gaining insights from our peers on the national and regional level on workforce development and retention in order for it to reflect on customer experience and overall output of the Abu Dhabi Contact Cetre, in addition to optimizing operations through effective CRM, cloud and mobile to maximize performance.”
The Government Contact Centre Summit Middle East featured a number of interactive high-level discussions, roundtables, case studies and special sessions that addressed the most pressing challenges in delivering a world-class customer experience through contact centres to continually ensure customer satisfaction and business continuity, and concluded with an awards ceremony for participating entities.
Launched at the beginning of 2014 in cooperation with the Abu Dhabi Tawteen Council and the private sector, the Abu Dhabi Government Contact Centre aims at effectively linking Government and individuals and enhancing customer and public service quality throughout the UAE’s capital by centralizing a large range of Government services through one streamlined electronic communication channel.
Government parties enrolled with the Contact Centre currently include 46 entities with a total of 121 UAE nationals employed.
In addition to receiving calls from individuals including citizen, residents and tourists, the Abu Dhabi Government Contact Centre 800555 in Al Ain handles a large range of calls from private companies and other non-participating Government entities providing them with timely, accurate and added-value information.
Members of the public and representatives from the Government and private sector are encouraged to communicate with the Call Centre by calling its hotline: 800555 – 24hours a day, 7 days a week to obtain a large range of information, and make complaints and suggestions through the pioneering integrated electronic channel.
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Quelle/Source: AME info, 21.05.2015
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