Peter H. Zou，MA , has extensive professional working experiences with
some of the most famous American telecom companies like Sprint, AT&T,
Verizon and SBC in the fields of telemarketing and call center service
training in the past fourteen years. He has special interest of study
in the international and domestic telecom outsourcing issues. As a multi-language
training specialist, he emphasizes empowering the trainees with the learning
responsibilities and professional ambitions, and his training programs
always highlight the interaction between teachers and students. Unlike
many teachers, he enjoys being asked challenging questions by his students;
he believes that is the best way to be a better training professional
everyday.
主要授課內(nèi)容：
世界呼叫中心運營管理體系標(biāo)準(zhǔn)介紹
Global Customer Contact Center Standards Introduction
呼叫中心運營管理的15個基本要素
15 essential elements of call center operation and management
呼叫中心KPI指標(biāo)詳解
About Call Center KPIs
李文香女士
李文香，北京化工大學(xué)自動化系研究生，比利時魯汶大學(xué)心理學(xué)進(jìn)修，美國城市大學(xué)綜合管理專業(yè)MBA，曾在國內(nèi)外多家著名企業(yè)服務(wù)，包括CCID、IDG、TOM、FESCO等，多年來，在客戶服務(wù)行業(yè)積攢了大量的經(jīng)驗，從技術(shù)到銷售到市場到運營到整體管理，10年來，她已經(jīng)深深地愛上了客服行業(yè)。她日常翻譯大量的相關(guān)文章和書籍，翻譯的書籍包括《Customer
Winback -- How to recapture the lost customers 》（《客戶重獲的操作與技巧》）等。
現(xiàn)為優(yōu)勝資訊高級顧問。
擅長內(nèi)容：
Managerial Communcation
High performance organization in call center
Cultural Difference in an international call center
HR management in Call Center ( can be divided into six cources:
HR recruitment, staff retention, staff KPI, staff training, staff
encouragement, staff career development)