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袁道唯，愛立信商業(yè)咨詢中國區(qū)首席咨詢師 同時兼任《客戶世界》雜志總編輯，同濟大學經管學院顧問教授。曾在埃森哲, 惠普,戴爾等企業(yè)擔任電子商務和企業(yè)咨詢的管理職務. 長期從事客戶關系管理, 企業(yè)戰(zhàn)略,運營管理等方面咨詢,在相關領域發(fā)表過大量論述. |
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NK Goyal President of CMAI Some of the expressions are spontaneous, natural. The chirping of the birds, the prattle of a kid, the expression of love…for time immemorial they have remained the same, followed the same pattern, the same nuances, made the same impact here, there, all over the world. But in the world of need based communication, the days of drums and smoke signals are over, passed into history with Tarzan or Mongli. It all changed in 1792, a French engineer, Claude Chappe built the first visual telegraphy system between Paris and Lille, followed by a line from Strausbourg to Paris. A century later the conventional telephone came into being as an invention of Alexander Graham Bell. In India, telecommunication has crossed phenomenal 150 years , since. A person from the hill state of India, Himachal, neighbouring the mighty Himalays, aspired to be a part of this fascinating story, four decades back. Today, after 35 years in the world of telecommunication he finds himself at the centrestage of burgeoning telecom revolution in India, performing various pivotal sroles in the process, spreading his activities all over India and the world. |
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Mr.Amit Dev World BPO Forum Chief Mentor Forum participation since Aug '01; on the Indian national Broadband consultative efforts by Industry leaders for target Connectivity advocacy drive and heading the specialized applications as the secured creative out-sourcing at World BPO Forum promoted WICS Advisors, being mentor of Call-centre services and other aspects of operations which include the Man-machine inter-phase in international digital-link. Senior convergence focused trade professional, with over 25years experience all across the global markets, available as Corporate spokesman or State regulator, Trade ombudsman, Trend observer or Academy coach roles; highly rated Futurist with digital perspective in Consumer adopting New-technology as collateral of self-efficiency. |
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Deepak is the cofounder of Customer Services Audit Limited and developer of the Snapshotz Online web based tool for customer services. With over 20 years of experience in managing single, mixed and multi site contact centres including outsourcers he also has the experience of employing the Snapshotz tool across every type of industry vertical where contact centres are found. Deepak has an MBA ( Col ), Diploma from the Chartered institute of Marketing UK , is a certified project management professional PMP (USA) and has certifications in Shipping, Loss Prevention, Insurance and Risk Management. |
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Ian Aitchison，Chief Executive Officer, Asia Pacific Region, COPC Inc. Ian's fifteen years of experience in the contact centre industry have been marked by the consistent delivery of quality, service and process improvement with a focus on customer satisfaction that is the hallmark of the COPC framework. He brings to his position as CEO, Asia Pacific Region of COPC Inc. a level of experience Ian從事聯絡中心行業(yè)15年。15年來，他一直致力于持續(xù)實現質量、服務和流程的改善，并且一直關注消費者滿意度，這也體現了COPC 框架的特點。作為 COPC Inc.亞太區(qū)的首席執(zhí)行官，Ian的個人經歷涵蓋了聯絡中心業(yè)務的各個層面。 Having managed in‐house and outsourced contact centres as well as back‐office processing centers, Ian fully understands the speed of change required when managing within the contact centre environment. His involvement in both inbound and outbound processes includes centres serving the technology, financial services,telecommunications, government, collections, credit card and insurance industries. Ian管理過內部和外包的的聯絡中心以及后臺處理中心，因此他能夠充分了解到在聯絡中心內部進行管理時作出必要轉變的速度。他曾為IT行業(yè)、金融服務、電信、政府、信用卡和保險業(yè)提供服務的呼入和呼出流程。 Ian has provided training and consulting advice to more than 25% of the world's top 50 brands, is a senior auditor for the COPC‐2000 CSP Standard and a qualified Six Sigma trainer and has great expertise in Asian and Australian contact centre operations, having worked extensively throughout the region since joining COPC Inc. more than four years ago. Ian已經向世界前50名的知名企業(yè)中超過25%的企業(yè)提供過培訓和咨詢服務。是 COPC‐2000 顧客服務提供商標準的高級審核師以及合格的 6sigma 講師。Ian熟悉并擅長亞洲和澳洲呼叫中心運營，在加入COPC Inc.4年多的時間里，Ian和這一地區(qū)的公司進行了廣泛和深入的合作。 Prior to joining COPC Inc. in March 2006,Ian served in a number of executive roles in the industry including National Contact Centre Manager for KAZ Business Services, Manager of Consulting Services at Datacom and Business Improvement Manager and Call Center Manager with Connect Interactive. 在2006年3月加入 COPC Inc.前，Ian在行業(yè)從事多個高級管理職位，包括 KAZ 商業(yè)服務聯絡中心經理，Datacom咨詢服務部經理，Connect Interactive公司的商業(yè)提升經理和呼叫中心經理。 Before moving to Australia in 2000,Ian was Customer Manager–Service Improvement Team with British Gas in Edinburgh, Scotland where he was a finalist for the Chairman's Award for Business Excellence. 在2000年移居澳大利亞之前，Ian曾擔任蘇格蘭愛丁堡英國天然氣公司服務改善部門的客戶經理。在英國天然氣公司，Ian曾是"商業(yè)杰出獎"主席獎得主。 Ian holds a BA in Legal Studies from Napier University, Edinburgh Scotland and is currently studying for an MBA from the Edinburgh Business School at Heriot‐Watt University, Scotland. Ian持有蘇格蘭愛丁堡 納皮爾大學的法律本科學位，目前正在攻讀赫瑞瓦特大學的 MBA 學位。 |
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魏婕，北京聯通信息導航業(yè)務中心副總經理。 |
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葛培明，杭州遠傳通信技術有限公司-上海研發(fā)中心總監(jiān)。 同濟大學博士后,資深數據分析和模型研究專家。對服務渠道的客戶行為軌跡分析、互聯網電子商務及智能算法有深刻的研究并獲得很多成果，在國家級刊物上發(fā)表了多篇論文。葛博士主持開發(fā)了多款電子渠道分析方面的系統。 |
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姚晉民,奧迪堅通訊產品業(yè)務發(fā)展部副總經理。 作為奧利堅通訊創(chuàng)始人之一，姚晉民先生已為奧迪堅服務17年，他曾在財務規(guī)劃，銷售工程師，生產管理等崗位任職。 在過去的10年中，他以產品管理部門副總經理身份，帶領團隊建立了支持遠程座席和移動座席功能，基于IP的分布式呼叫中心�，F在，姚晉民先生的團隊正致力于加強與微軟Lync統一通信產品合作，以及下一代主動服務構架解決方案的開發(fā)工作。 加盟奧迪堅通訊之前，姚晉民先生曾在加利福尼亞州圣何塞市的Centrum Communications及3COM公司任職，此外，他還擁有化學工學學士學位，市場營銷學士學位以及金融MBA學位。 |
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CTI論壇
北京網際星河信息技術有限責任公司 |
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電話：010-82012787,82079677 傳真：010-62041062 |
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呼叫中心咨詢服務電話：010-82079677 |
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E-mail: 編輯投稿信箱 |
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