世界級呼叫中心專家喬.安東博士來華參加呼叫中心與客戶關系管理大會

2006/03/13

　　由CTI論壇(www.estzdh.com)主辦的2006中國呼叫中心與客戶關系管理大會（Call Center & CRM Expo China 2006）將于2006年4月3日--4月5日在北京國際會議中心舉行。本次會議是2006年度國內規(guī)模最大、水平最高的呼叫中心及客戶關系管理全行業(yè)盛會。其前身為CTI論壇作為主要承辦方、已經(jīng)連續(xù)舉辦五屆的年度呼叫中心運營與客戶關系管理大會。本次大會的主題為：新時期的呼叫中心及CRM，成就與挑戰(zhàn)。

　　應主辦方的邀請，世界級呼叫中心專家、美國普渡大學客戶驅動服務質量行業(yè)標準研究中心院長Dr. Jon Anton(喬.安東博士)將來華參與本次盛會，并在大會上發(fā)表題目為"The Value of Benchmarkking"的主題演講，以及作為特邀專家出席"CTI論壇呼叫中心管理者之夜"沙龍，與國內的呼叫中心運營管理者進行面對面互動交流。

• Managing Web-Based Customer Experiences: Self-service Integrated with Assisted Service, The Anton Press, 2003


• From Cost to Profit Center: How Technology Enables the Difference, The Anton Press, 2003


• Customer Service and the Human Experience: We, the People, Make a Difference, The Anton Press, 2003


• Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company's Destiny, The Anton Press, 2003


• Offshore Outsourcing Opportunities, The Anton Press, 2002


• Optimizing Outbound Calling: The Strategic Use of Predictive Dialers, The Anton Press, 2002


• Customer Relationship Management Technology: Building the Infrastructure for Customer Collaboration, The Anton Press, 2002


• Customer Obsession: Your Roadmap to Profitable CRM, The Anton Press, 2002


• Integrating People with Process and Technology, The Anton Press, 2002


• Selecting a Teleservices Partner, The Anton Press, 2002


• How to Conduct a Call Center Performance Audit: A to Z, The Anton Press, 2002


• 20:20 CRM A Visionary Insight into Unique Customer Contact, The Anton Press, 2001


• Minimizing Agent Turnover, The Anton Press, 2001


• e-Business Customer Service, The Anton Press, 2001


• Customer Relationship Management, The Bottom Line to Optimizing Your ROI, Prentice Hall, 2nd Edition, 2001


• Call Center Performance Enhancement Using Simulation and Modeling, Purdue University Press, 2000


• Call Center Benchmarking: How Good is "Good Enough", Purdue University Press, 1999


• Listening to the Voice of the Customer, Alexander Communications, 1997


• Contact Center Management by the Numbers, Purdue University Press, 1997


• Customer Relationship Management: Making Hard Decisions with Soft Numbers, Prentice-Hall, Inc., 1996


• Inbound Customer Contact Center Design, Dame Publishers, Inc., 1994


• Computer-Assisted Learning, Hafner Publishing, Inc., 1985

　　Jon博士還是普渡大學出版社出版的《客戶數(shù)據(jù)庫管理》叢書的編輯。

　　Jon博士在學校接受的正式教育集中在技術領域，取得的學位包括哈佛大學的理科博士學位和碩士學位，康涅狄格大學的理科碩士學位和圣瑪麗亞大學的理科學士學位。另外，他還在斯坦福大學商學院完成了一個持續(xù)了3個夏天的商業(yè)管理人員教育強化課程。

背景資料: Benchmark Portal 介紹

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