Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

News : Abu Dhabi Government Contact Centre Celebrates 10th Anniversary

#contactcenterworld

Abu Dhabi, UAE, Feb, 2019 -- The Abu Dhabi Government Contact Centre celebrated the 10th anniversary of its inception during the annual forum held at Al Etihad Towers in Abu Dhabi where it highlighted its outstanding contributions to government services that have helped enhance the experience of customers and make them happy.

The forum was held under the theme "10 Years of Achievements in Customer Service". The event hosted a wide range of government entities in the emirate, and proceedings began with a presentation of the Centre’s most significant achievements over the decade followed afterwards; in addition to future projects and activities of the forum, and guest speakers sharing their experiences in many fields and elaborating on the experiences of government entities; including a lecture on tolerance in line with the declaration of His Highness Sheikh Khalifa Bin Zayed Al Nahyan that 2019 is the Year of Tolerance.

The Contact Centre plays an important role in the Abu Dhabi Government Services Program "TAMM". It is the first communication channel for the customer and integrates with other digital channels and TAMM centres in a joint, continuous coordination that places the customer's interest and needs as a top priority. The Centre applies the highest standards management of the global call centres to ensure the quality of the services provided and its compatibility with the vision of leadership in government services in Abu Dhabi.

H.E Dr. Rauda Al Saadi, Director General of the Abu Dhabi Smart Solutions and Services Authority (ADSSSA), thanked employees of the Abu Dhabi Government Contact Centre for their efforts in ensuring customer happiness and acknowledged that the success of the Centre would not have been achieved without the national efforts that have embraced it.

H.E Dr. Rauda said: "The forum sends a message to all representatives of the contact centre and government entities that their day-to-day work in guaranteeing customer happiness is not just a job; it is a way to make a positive impact on the lives of people in society on a daily basis by listening to their needs and conveying their concerns to the government entities that can act accordingly to implement changes."

H.E added: "The vision of "TAMM" requires us to continue consolidating the concepts of leadership and integration in the services provided; strengthening them through all channels that the public uses to communicate with government entities. Our goal is to achieve customer happiness in a comprehensive and integrated manner across all channels and during the entire journey - from beginning to end."


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

During the event, an honouring ceremony was held for the government entities and individuals who played a prominent role in the success of the Centre; Abu Dhabi General Services Company – Musanada was named as the best entity in enhancing its performance during 2018.

Awards for the 2017 winners included the top three case response performers who received over 15,000 cases were given to Abu Dhabi Sewerage Services Company, Abu Dhabi Police GHQ and Abu Dhabi Department of Economic Development.

In addition, the three best performing entities who received between 1000 - 15,000 cases for the year 2017 are the Department of Culture and Tourism, Abu Dhabi Retirement Pensions & Benefits Fund and the Department of Transport.

The three best performing bodies in the case response who received less than 1000 cases for 2017 are the Zoo & Aquarium Public Institution in Al Ain (ZAPIA), Abu Dhabi Quality and Conformity Council, and the Department of Urban Planning and Municipalities.

The categories of prizes distributed to the 2018 winners included: the top three performers in the case response (over 15,000 cases) won by Abu Dhabi Police General Command, Abu Dhabi Sewerage Services Company and Abu Dhabi Department of Economic Development.

In addition, the three best performers in the case response, who received between 1,000 - 15,000 cases, for the year 2018 were awarded to Abu Dhabi Distribution Company, the Department of Culture and Tourism, and Abu Dhabi Retirement Pensions & Benefits Fund.

The three best performing bodies in the case response of less than 1000 cases were awarded to Zayed Higher Organization for Humanitarian care and special needs, the Abu Dhabi Quality and Conformity Council and Zayed House for Islamic Culture.

In the category of individuals of the government entities for the 2017-2018 Awards; Sarah Khalifa Al Mansoori of Abu Dhabi Sewerage Services Company won the Best Communication Channel President of 2017-2018 award and Yousra Abdul Qadir from Abu Dhabi Retirement Pensions & Benefits Fund won Best Director 2017-2018. The Education and Knowledge Department was named winner of the Best Knowledge Management Team 2017-2018 award.

In the category of individuals of the Abu Dhabi Contact Centre for 2018, Moza Khamis Musabah Al Shamsi won "Best Service Representative for 2017-201;" Amna Rashid Hamad Al Kaabi was named "Best Case Manager for 2017-2018" and Mariam Abdullah Mohammed Abdullah Al Shamsi was named "Best Team Leader for 2017-2018."

Since its establishment in 2008, the Centre has invested in technologies to expand the base of public services, and improve performance, customer relationship management and quality management in accordance with the best international standards and practices applicable to the management of similar government establishments.

The celebration of 10 years of customer service highlighted the 100 per cent Emiratisation rate and other significant achievements including the launch of the toll free number in 2008, unification channels of communication in 2011, the e-Chat service in 2012, City Guard app in 2013 and being ranked first in the UN International Award for the category of "Introducing the Comprehensive Government Strategies for the Digital era". 

It provides a complete and modern electronic platform for customer relationship management across Abu Dhabi entities and authorities; including more than 50 government entities under its umbrella, representing a link between customers from all segments of society from citizens, residents, visitors and investors.

The Centre provides services through a number of key channels, including Phones and e-mail, e-chat, city guard application and finally self-service that allow customers create cases and send it to the Abu Dhabi Contact Centre and follow up and complete the procedures independently.

The Center is also keen to build an active and positive partnership between three parties; namely the employee, the entity and the customer – in line with "Customer Happiness Formula" launched by the UAE Government. This initiative is based on three main elements: employees who take pride in providing excellent government services; government entities dedicated to make customers happy, positive, and proactive customers.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://menafn.com


Today's Tip of the Day - Be Prepared!

Read today's tip or listen to it on podcast.

Published: Monday, February 25, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

Everything You Want To Know About The Most Prestigious Awards In The Industry! Read More...
 569 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =