国际呼叫中心峰会暨第八届中国最佳呼叫中心颁奖典礼

袁道唯

爱立信商业咨询中国区
首席咨询师

袁道唯，爱立信商业咨询中国区首席咨询师

同时兼任《客户世界》杂志总编辑，同济大学经管学院顾问教授。曾在埃森哲, 惠普,戴尔等企业担任电子商务和企业咨询的管理职务. 长期从事客户关系管理, 企业战略,运营管理等方面咨询,在相关领域发表过大量论述.

潘坚

华为企业联络中心产品线
总监

潘坚，华为企业联络中心产品线总监。

呼叫中心行业专家，2000年涉足呼叫中心领域，从事过联络中心研发、需求分析、架构规划与设计等工作，曾参与过电信集团、移动集团、行业联络中心的规范制定工作，参与了中国移动、中国电信、中国联通、招商银行、深发展、全国邮政、全国国税、百度、平安保险、大地保险等多个呼叫中心的规划建设。

NK Goyal

CMAI

President

    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.

Mr.Amit Dev

World BPO Forum

Chief Mentor

    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.

Deepak Selvaratnam

迪帕克

the cofounder of Customer Services Audit Limited

客户服务审计有限公司联合创始人

    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.

Ian Aitchison

伊恩·艾奇逊

Chief Executive Officer, Asia Pacific Region, COPC Inc.

美国COPC公司亚太区CEO

    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从事联络中心行业15年。15年来，他一直致力于持续实现质量、服务和流程的改善，并且一直关注消费者满意度，这也体现了COPC 框架的特点。作为 COPC Inc.亚太区的首席执行官，Ian的个人经历涵盖了联络中心业务的各个层面。

    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管理过内部和外包的的联络中心以及后台处理中心，因此他能够充分了解到在联络中心内部进行管理时作出必要转变的速度。他曾为IT行业、金融服务、电信、政府、信用卡和保险业提供服务的呼入和呼出流程。

    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已经向世界前50名的知名企业中超过25%的企业提供过培训和咨询服务。是 COPC‐2000 顾客服务提供商标准的高级审核师以及合格的 6sigma 讲师。Ian熟悉并擅长亚洲和澳洲呼叫中心运营，在加入COPC Inc.4年多的时间里，Ian和这一地区的公司进行了广泛和深入的合作。

    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在行业从事多个高级管理职位，包括 KAZ 商业服务联络中心经理，Datacom咨询服务部经理，Connect Interactive公司的商业提升经理和呼叫中心经理。

    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年移居澳大利亚之前，Ian曾担任苏格兰爱丁堡英国天然气公司服务改善部门的客户经理。在英国天然气公司，Ian曾是"商业杰出奖"主席奖得主。

    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持有苏格兰爱丁堡纳皮尔大学的法律本科学位，目前正在攻读赫瑞瓦特大学的 MBA 学位。

魏婕

北京联通信息导航业务中心副总经理

    魏婕，北京联通信息导航业务中心副总经理。

    魏婕女士曾任原北京网通客户服务中心副总经理、原北京网通增值业务中心副总经理、北京联通语音增值业务中心副总经理等职务，曾荣获原北京网通“北京2008年奥运会通信服务保障一等功臣”、 “2009年度中国最佳联络中心管理人奖”、2010年 “年度中国（亚太）最佳呼叫中心奖”、2011年 “中国最佳客户联络中心产业杰出贡献奖”和“中国最佳客户联络中心技术解决方案奖”。负责原北京网通客户服务中心10060服务热线、114电话导航呼叫中心工作期间带领114推出了机票预定服务、酒店预定服务、订餐服务、失物招领服务等，开通了多语言服务。

    2010年5月至今任北京联通信息导航业务中心副总经理，负责北京联通呼叫中心坐席服务业务、语音增值业务中心、广告传媒业务的销售、运营和二次开发工作。期间，积极拓展金融、保险行业坐席外包业务，成功签约阳光财险、阳光寿险、民生银行等大型外包业务，中标并成功运营中国国际航空公司国内呼叫中心业务和北京市工商局12315服务热线项目。

葛培明

杭州远传通信技术有限公司-上海研发中心总监

葛培明，杭州远传通信技术有限公司-上海研发中心总监。

同济大学博士后,资深数据分析和模型研究专家。对服务渠道的客户行为轨迹分析、互联网电子商务及智能算法有深刻的研究并获得很多成果，在国家级刊物上发表了多篇论文。葛博士主持开发了多款电子渠道分析方面的系统。

姚晋民

奥迪坚通讯产品业务发展部
副总经理

    姚晋民,奥迪坚通讯产品业务发展部副总经理。

    作为奥利坚通讯创始人之一，姚晋民先生已为奥迪坚服务17年，他曾在财务规划，销售工程师，生产管理等岗位任职。

    在过去的10年中，他以产品管理部门副总经理身份，带领团队建立了支持远程座席和移动座席功能，基于IP的分布式呼叫中心。现在，姚晋民先生的团队正致力于加强与微软Lync统一通信产品合作，以及下一代主动服务构架解决方案的开发工作。

    加盟奥迪坚通讯之前，姚晋民先生曾在加利福尼亚州圣何塞市的Centrum Communications及3COM公司任职，此外，他还拥有化学工学学士学位，市场营销学士学位以及金融MBA学位。

刘天白

中金数据系统有限公司助理总裁

刘天白，中金数据系统有限公司助理总裁、云计算中心总经理。

现任中金数据系统有限公司助理总裁、云计算中心总经理，国内最早的企业云计算践行者。2009年加入中金数据，共同开创了中金数据的云计算业务，成功构建金融行业云计算产品/服务及市场开拓，对云计算技术趋势、商业模式和行业应用有深入的思考和实践。对企业信息系统架构工程的方法论有深刻理解，曾经参与了多个商业银行信息模型的规划和建设和业务咨询工作。


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