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Daily News 2004/03/15
The Shanghai office of Rockwell FirstPoint Contact is set up
Recently, Rockwell FirstPoint Contact that it invents
the automatic customer call center technology at first in the whole world
announced to set up Shanghai office and aim at satisfying the business
demand that Rockwell increases constantly on the Chinese market. It is
reported, the office of Shanghai will be responsible for working in Rockwell
sale, technical support and relevant after-sale service in East China,
South China all-sided. As another important action of the localized process,
the establishment of this regional office, has extremely important strategic
meanings, fully demonstrate too at the same time that the company plants
roots in China, base on the long-term resolution.
The call center expert of U.S.A. is invited to lecture in China
Invited by the committees of contact center management
& CRM solution China 2004, the call center expert of U.S.A., Mr. John
Hamilton will hold special topic lecture on April 19 in Beijing. Mr. John
is the president of Service Strategies Corporation. The content of this
lecture is:
International Call Center Trends, Industry Standards and
Best Practices for Delivering World Class Service
John Hamilton
President, Service Strategies Corporation
The service industry has undergone some interesting changes
just in the past five years. Many of these have been positive as most
companies are realizing the importance of good service and the impact
it has on long-term customer loyalty. One of the major challenges that
companies still face is how to deliver CONSISTENT, HIGH QUALITY SUPPORT
cost effectively on a global basis.
This dynamic and interactive workshop will examine some of the changes
and trends that have taken place in recent years. It will also review
new industry certification standards that have enabled companies to increase
efficiency, service quality and ultimately improve customer satisfaction.
Best practices will be shared from SCP certified companies that will demonstrate
how they were able to achieve the certification.
What you will learn from this Seminar:
· Call center trends in technology and outsourcing
· Key service measurements
· The value of industry standards and certification
· Best practices from world class service providers
· Action plan for success
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