Please kindly notethat speakers, topics and timing of the of the event may change forreasons beyond our control. Please check online or call us on (852) 2174 1428 for the latestinformation. Thank You
Day 1 September
9,
2003 | Day 2 September 10, 2003
2002
CRE Award Dinner Ceremony (September 9, 2003 - Evening)
Post Conference Training:
Certified CRM Director (CRMD) (September 11-12, 2003)
Post Conference Training:
Certified Call Center Manager (CCCM) (September 11-12, 2003)
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Day
One September 9, 2003 (Tuesday)
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Breakout Sessions |
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Day
Two September 10, 2003 (Wednesday)
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CRE Winner |
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RoundTable Panel
Discussion: CRM and Knowledge Management
¡P Deng-song
Chiou, President,
Taiwan Teleservice &
Technologies
¡P William
Yeung, Director of
Customers Division,
SmarTone Mobile Communications Limited
¡P Nigel
Hewett,
Senior Vice President,
Witness
Systems
¡P Peter Smith,
General Manager,
Information Technology, Hong
Kong CSL
¡P Stephen
Wong,
Division Manager,
Sony
Corporation (HK)
¡P Antonio
Cheung,
General
Manager,
Continuous Technologies International Ltd
¡P Jacky
Tang,
Marketing
Director,
E-Mice Solutions Limited |
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Breakout Sessions |
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Ball Room Presentations |
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RoundTable Panel Discussion: Partnership Relationship Management and
Business Processes Outsourcing
¡P Deng-song
Chiou, President,
Taiwan Teleservice &
Technologies
¡P Dr.
David Yuan,
Director,
Accenture, China
¡P Larry Huang,
Chief Training Consultant,
Taiwan Call Center Development Association (TCCDA)
¡P Chen-dong
Guo, President, CTI
Forum
¡P C
F Lin,
Director ¡V Marketing Division,
Fubon
Financial Holding |
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APCSC Customer
Relationship Excellence Awards
Dinner Ceremony
(September 9, 2003 - Evening)
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APCSC Customer Relationship Excellence (CRE) Awards
Dinner Ceremony, September 9th (evening)
Join us for the CRE
Dinner Ceremony, with award presentations being made to the
winners of the
2002 Customer Relationship Excellence Awards.
Registration begins at
18:30
and concludes at
21:30
¡P APCSC
Customer Relationship Excellence Award Dinner
¡P Presentation
of APCSC Customer Relationship Excellence Award Ceremony
¡P Award
Ceremony Conclusion |
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Post Conference Training:
Certified CRM Director (CRMD)
(September 11-12, 2003)
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Establishing and
sustaining life-long customer relationship is the key to success in the new
interactive economy. Differentiating customer treatment based on customers
needs and values hold the key to increasing customer loyalty, satisfaction
and profitability. The course incorporates group interaction, real life case
study scenarios and dynamic facilitation of course materials to create a
positive and exciting experience.
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Successful Customer Relationship
Management Director will learn how to strategically align their
organizations to build profitable customer relationship. This course
provides you with the knowledge and tools you need to create long-term
strategies that meet business growth and customer lifetime value and CRM
implementation objectives.
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Course Discussions and Exercise
Lots of Peer-to-Peer consulting opportunities
and exercises allowing participants immediately apply the contents that they
have learnt in class. In-class activities are designed to accommodate a
broad range of CRM environments
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To achieve the CRM Director Certification,
participants should attend the two-day course, complete the written exam
and submit a project. Each participant has 6 weeks from the course date
to complete the written certification exam. The exam scope covers the
CRM strategy, practices and processes presented in the course. The
written exam takes approximately 1 hour. All exams are on pass / fail
basis. If necessary, a CRM Certified Instructor will review your exam
and project with you and help you plan for success.
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Suitable for all levels of staff involved
with CRM. Prior knowledge of CRM techniques is an advantage but not
essential.
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Successful CRM strategy
¡P CRM
Defined
¡P The
importance of CRM for an Enterprise
¡P Driving
force and objectives of CRM
¡P CRM
Proposition and Benefits
¡P CRM
Case Studies
Organizational Issues of developing
and implementing CRM strategy
¡P CRM
challenges
¡P CRM
culture readiness
¡P Assessing
the impacts on organization, process and management practices
Phases of CRM framework
¡P Strategize
CRM Business Model
¡P Evaluate
Critical Factors
¡P Execute
and Communicate
¡P Manage
for Success
CRM Project Management
¡P Getting
Started with Cross Functional Team
¡P Project
Management
¡P Process
& Change Management
¡P Implementation
Design
CRMs
ROI
¡P Measurement
for success
¡P Risk
Management
¡P Return
on Investment Model
CRM Information System
¡P CRM
Architecture
¡P Multi
Channels
¡P Data
Warehouse & Data Mining
¡P Vendor
Selection
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Post Conference Training:
Certified Call Center Manager (CCCM)
(September 11-12, 2003)
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This two-day course will cover the basic and advanced topics in Call Center
Management that enable the participants to increase their awareness and
knowledge of the latest development of Call Center in terms of technology as
well as management concept. Call Center Managers will also learn how
to develop appropriate plans to integrate the Call Center within the
organization and bring new insights, set visions and lead Call Center teams.
Whether implementing a new Call Center or rejuvenating an existing one,
participants will be prepared for the challenges.
This two-day course also addresses the importance of managing the Call
Center outputs and exceeding customer expectations by elevating customer
care and professionalism at the Call Center.
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Course Discussions and Exercise
Lots of Peer-to-Peer consulting opportunities
and exercises allowing participants immediately apply the contents that they
have learnt in class. In-class activities are designed to accommodate a
broad range of Call Center environments.
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To achieve the Call Center Manager
Certification, participants should attend the two-day course, complete
the written exam and submit a project paper. Each participant has
6 weeks from the course date to complete the written certification exam.
The written exam takes approximately 1hour.
All exams are on pass / fail basis.
If necessary, a Call Center Certified Instructor will review your exam
and project with you and help you plan for success.
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Suitable for all levels of staff from
Directors to Professionals involved with CRM, Call Centers/Customer
Services, Sales and Marketing. Prior knowledge of Call Center is an
advantage but not essential.
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A Strategic Partner To The Business
¡P Contribution
of The Call Center
¡P Customer
Contact Matrix
¡P Developing
A World-Class Call Center Framework
¡P Supply
¡V Demand Ratio for Services
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Customer Relationship Management (CRM)
¡P CRM
Stages for Analytics
¡P Measuring
Customer Success
¡P CRM
Implementation Foundation
¡P Loyalty
Marketing
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Managing A Business Unit
¡P Factors
for Provision of a Good Call Center
¡P Interdepartmental
Linkage & Effective Communication
¡P Leadership
Behaviour
¡P Competencies
of a Call Center Manager
¡P Building
a Successful Team
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Managing Customer Satisfaction
¡P Customer
Satisfaction & Loyalty
¡P Linking
Satisfaction to Business Results
¡P Customer
Satisfaction Survey
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Managing Technology
¡P Todays
Call Center Technology
¡P Getting
Through To Your Call Center
¡P Processing
Customer Requirements & Data
¡P Knowledge
Management
¡P Linkages
of Contact Functions
¡P Disaster
Recovery Plan
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Managing People
¡P Recruitment,
Retention, Release
¡P Rewards
& Recognition
¡P People
Development
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Planning Customer Satisfaction Research on
Call Center
¡P Internal
Planning
¡P Determination
of Performance Attributes
¡P Benchmarking
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