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美國(guó)呼叫中心專家應(yīng)邀來華講座

2004/03/15

　　應(yīng)2004中國(guó)呼叫中心運(yùn)營(yíng)與客戶關(guān)系管理大會(huì)組委會(huì)的邀請(qǐng)，美國(guó)呼叫中心專家、服務(wù)戰(zhàn)略公司總裁約翰·漢密爾頓先生將于4月19日在北京舉辦專題講座，內(nèi)容包括全球呼叫中心的發(fā)展趨勢(shì)、產(chǎn)業(yè)標(biāo)準(zhǔn)及世界級(jí)最佳實(shí)踐等，并與國(guó)內(nèi)各行業(yè)客戶服務(wù)與呼叫中心管理者們做深入的交流。

講座內(nèi)容：

　　International Call Center Trends, Industry Standards and Best Practices for Delivering World Class Service

John Hamilton
President, Service Strategies Corporation

　　The service industry has undergone some interesting changes just in the past five years. Many of these have been positive as most companies are realizing the importance of good service and the impact it has on long-term customer loyalty. One of the major challenges that companies still face is how to deliver CONSISTENT, HIGH QUALITY SUPPORT cost effectively on a global basis.

　　This dynamic and interactive workshop will examine some of the changes and trends that have taken place in recent years. It will also review new industry certification standards that have enabled companies to increase efficiency, service quality and ultimately improve customer satisfaction. Best practices will be shared from SCP certified companies that will demonstrate how they were able to achieve the certification.

What you will learn from this Seminar:
· Call center trends in technology and outsourcing
· Key service measurements
· The value of industry standards and certification
· Best practices from world class service providers
· Action plan for success

全球呼叫中心發(fā)展趨勢(shì)，產(chǎn)業(yè)標(biāo)準(zhǔn)和提供世界級(jí)服務(wù)的最佳實(shí)踐

約翰 漢密爾頓
總裁, 美國(guó)服務(wù)戰(zhàn)略公司

　　服務(wù)產(chǎn)業(yè)在過去的5 年中已經(jīng)經(jīng)歷了一些有趣的變化。許多公司都認(rèn)識(shí)到優(yōu)質(zhì)服務(wù)的重要性并且會(huì)影響到長(zhǎng)期客戶的忠誠(chéng)度。這些公司仍然面臨的主要挑戰(zhàn)之一是如何在全球范圍內(nèi)為客戶提供一致的、高質(zhì)量的并且是在合理成本之內(nèi)的服務(wù)支持。

　　這一動(dòng)態(tài)的和交互式的新特點(diǎn)將檢驗(yàn)已經(jīng)在近年來所發(fā)生的一些變化和趨勢(shì)。 它也將重新評(píng)估新的產(chǎn)業(yè)認(rèn)證標(biāo)準(zhǔn)，而這些標(biāo)準(zhǔn)已經(jīng)使許多公司增加了效率，提高了服務(wù)質(zhì)量并且最終導(dǎo)致了客戶滿意度的提升。

　　如何了解這方面的知識(shí)？最好的做法就是從SCP認(rèn)證公司這里分享，它將演示如何可以達(dá)到這一步。

你通過這次研討會(huì)所可以學(xué)到的:
· 從技術(shù)和外包角度來分析呼叫中心發(fā)展趨勢(shì)
· 關(guān)鍵服務(wù)評(píng)估
· 產(chǎn)業(yè)標(biāo)準(zhǔn)和認(rèn)證的價(jià)值
· 來自于世界級(jí)運(yùn)營(yíng)商的最佳案例
· 為成功制訂方案


John Hamilton
約翰 漢密爾頓

President, Service Strategies Corporation
服務(wù)戰(zhàn)略公司總裁

San Diego, CA
加州圣地亞哥

　　John has more than twenty years of software engineering and service industry experience. He has significant international experience from working in both the Asia-Pacific and European regions. In addition to his support management knowledge, John has a well-rounded background from managing engineering, quality control, and training organizations. He successfully re-engineered a number of large support operations - increasing their efficiency and elevating their service to world class. He has also developed RFP's for selecting support automation technology and managed the implementation of the tools, creating a quick return on investment for support operations.

　　約翰有20多年軟件工程和服務(wù)業(yè)工作經(jīng)驗(yàn)。 他從在亞太和歐洲地區(qū)的工作中積累了豐富的國(guó)際經(jīng)驗(yàn)。 除他的支持管理知識(shí)之外，約翰有從管理工程，質(zhì)量控制到培訓(xùn)機(jī)構(gòu)這樣一個(gè)全面發(fā)展的背景。他成功地完成了許多大型的支持運(yùn)營(yíng)項(xiàng)目-- 增加他們的效率以及使他們的服務(wù)達(dá)到了世界級(jí)。他也研究發(fā)展RFP選擇支持自動(dòng)化技術(shù)并且管理那些工具的實(shí)施，從支持運(yùn)營(yíng)的投資中迅速獲取回報(bào)。

Areas of Expertise:
專長(zhǎng)的領(lǐng)域：

Support Center Re-Engineering （支持中心的重建）
International Support （國(guó)際化支持）
Outsourcing （外包）
Measurement Systems（評(píng)估系統(tǒng)）
Automation Tools （自動(dòng)化工具）
Real-Time Support（實(shí)時(shí)支持）



About Service Strategies Corporation（關(guān)于SSC公司）
　　Founded in 1999 and headquartered in San Diego, CA, Services Strategies advances service excellence for quality-minded organizations through industry-standard certification and training programs that ensure delivery of consistent, high-quality customer service and support.

　　成立于1999年， 總部設(shè)在加州圣地亞哥，SSC公司致力于通過行業(yè)標(biāo)準(zhǔn)認(rèn)證和可以提供確保一致的、高質(zhì)量的客戶服務(wù)和支持的培訓(xùn)課程來為那些優(yōu)秀和明智的公司服務(wù)。

　　Service Strategies applies a proven benchmark process to its certification programs resulting in continuously improving service, while tailored training programs advances the skills and competencies of service professionals and leads to increased organizational effectiveness.

　　SSC采用被證明過的基準(zhǔn)流程到它的認(rèn)證課程中，可以連續(xù)地改進(jìn)服務(wù)。同時(shí)， 按客戶需求量體裁衣定制的培訓(xùn)課程可以提高專業(yè)服務(wù)的技能和能力并增加機(jī)構(gòu)的效率。

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