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潘堅(jiān)，華為企業(yè)聯(lián)絡(luò)中心產(chǎn)品線總監(jiān)。 呼叫中心行業(yè)專家，2000年涉足呼叫中心領(lǐng)域，從事過(guò)聯(lián)絡(luò)中心研發(fā)、需求分析、架構(gòu)規(guī)劃與設(shè)計(jì)等工作， 曾參與過(guò)電信集團(tuán)、移動(dòng)集團(tuán)、行業(yè)聯(lián)絡(luò)中心的規(guī)范制定工作，參與了中國(guó)移動(dòng)、中國(guó)電信、中國(guó)聯(lián)通、 招商銀行、深發(fā)展、全國(guó)郵政、全國(guó)國(guó)稅、百度、平安保險(xiǎn)、大地保險(xiǎn)等多個(gè)呼叫中心的規(guī)劃建設(shè)。 |
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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(lián)絡(luò)中心行業(yè)15年。15年來(lái)，他一直致力于持續(xù)實(shí)現(xiàn)質(zhì)量、服務(wù)和流程的改善，并且一直關(guān)注消費(fèi)者滿意度，這也體現(xiàn)了COPC 框架的特點(diǎn)。作為 COPC Inc.亞太區(qū)的首席執(zhí)行官，Ian的個(gè)人經(jīng)歷涵蓋了聯(lián)絡(luò)中心業(yè)務(wù)的各個(gè)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(guò)內(nèi)部和外包的的聯(lián)絡(luò)中心以及后臺(tái)處理中心，因此他能夠充分了解到在聯(lián)絡(luò)中心內(nèi)部進(jìn)行管理時(shí)作出必要轉(zhuǎn)變的速度。他曾為IT行業(yè)、金融服務(wù)、電信、政府、信用卡和保險(xiǎn)業(yè)提供服務(wù)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(jīng)向世界前50名的知名企業(yè)中超過(guò)25%的企業(yè)提供過(guò)培訓(xùn)和咨詢服務(wù)。是 COPC‐2000 顧客服務(wù)提供商標(biāo)準(zhǔn)的高級(jí)審核師以及合格的 6sigma 講師。Ian熟悉并擅長(zhǎng)亞洲和澳洲呼叫中心運(yùn)營(yíng)，在加入COPC Inc.4年多的時(shí)間里，Ian和這一地區(qū)的公司進(jìn)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(gè)高級(jí)管理職位，包括 KAZ 商業(yè)服務(wù)聯(lián)絡(luò)中心經(jīng)理，Datacom咨詢服務(wù)部經(jīng)理，Connect Interactive公司的商業(yè)提升經(jīng)理和呼叫中心經(jīng)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(dān)任蘇格蘭愛(ài)丁堡英國(guó)天然氣公司服務(wù)改善部門(mén)的客戶經(jīng)理。在英國(guó)天然氣公司，Ian曾是"商業(yè)杰出獎(jiǎng)"主席獎(jiǎng)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(ài)丁堡 納皮爾大學(xué)的法律本科學(xué)位，目前正在攻讀赫瑞瓦特大學(xué)的 MBA 學(xué)位。 |
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魏婕，北京聯(lián)通信息導(dǎo)航業(yè)務(wù)中心副總經(jīng)理。 |
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葛培明，杭州遠(yuǎn)傳通信技術(shù)有限公司-上海研發(fā)中心總監(jiān)。 同濟(jì)大學(xué)博士后,資深數(shù)據(jù)分析和模型研究專家。對(duì)服務(wù)渠道的客戶行為軌跡分析、互聯(lián)網(wǎng)電子商務(wù)及智能算法有深刻的研究并獲得很多成果，在國(guó)家級(jí)刊物上發(fā)表了多篇論文。葛博士主持開(kāi)發(fā)了多款電子渠道分析方面的系統(tǒng)。 |
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姚晉民,奧迪堅(jiān)通訊產(chǎn)品業(yè)務(wù)發(fā)展部副總經(jīng)理。 作為奧利堅(jiān)通訊創(chuàng)始人之一，姚晉民先生已為奧迪堅(jiān)服務(wù)17年，他曾在財(cái)務(wù)規(guī)劃，銷(xiāo)售工程師，生產(chǎn)管理等崗位任職。 在過(guò)去的10年中，他以產(chǎn)品管理部門(mén)副總經(jīng)理身份，帶領(lǐng)團(tuán)隊(duì)建立了支持遠(yuǎn)程座席和移動(dòng)座席功能，基于IP的分布式呼叫中心。現(xiàn)在，姚晉民先生的團(tuán)隊(duì)正致力于加強(qiáng)與微軟Lync統(tǒng)一通信產(chǎn)品合作，以及下一代主動(dòng)服務(wù)構(gòu)架解決方案的開(kāi)發(fā)工作。 加盟奧迪堅(jiān)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(xué)工學(xué)學(xué)士學(xué)位，市場(chǎng)營(yíng)銷(xiāo)學(xué)士學(xué)位以及金融MBA學(xué)位。 |
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劉天白，中金數(shù)據(jù)系統(tǒng)有限公司助理總裁、云計(jì)算中心總經(jīng)理。 現(xiàn)任中金數(shù)據(jù)系統(tǒng)有限公司助理總裁、云計(jì)算中心總經(jīng)理，國(guó)內(nèi)最早的企業(yè)云計(jì)算踐行者。2009年加入中金數(shù)據(jù)，共同開(kāi)創(chuàng)了中金數(shù)據(jù)的云計(jì)算業(yè)務(wù)，成功構(gòu)建金融行業(yè)云計(jì)算產(chǎn)品/服務(wù)及市場(chǎng)開(kāi)拓，對(duì)云計(jì)算技術(shù)趨勢(shì)、商業(yè)模式和行業(yè)應(yīng)用有深入的思考和實(shí)踐。對(duì)企業(yè)信息系統(tǒng)架 構(gòu)工程的方法論有深刻理解，曾經(jīng)參與了多個(gè)商業(yè)銀行信息模型的規(guī)劃和建設(shè)和業(yè)務(wù)咨詢工作。 |
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CTI論壇
北京網(wǎng)際星河信息技術(shù)有限責(zé)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(wù)電話：010-82079677 |
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E-mail: 編輯投稿信箱 |
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