| |
|
CRM
Senior Executive Breakfast Forum
|
| |
|
World
Class Call Center_________________17 January 2002
Partner Relationship---Customer Experience ---Management
Come
to join this educational forum. You will learn from the experts and share
with other experienced senior executives on best practices
to building and managing profitable Customer and Partners Relationships.
|
08:15
- 08:30
|
REGISTRATION |
|
08:30
- 09:00
|
Mr.
Carlos M. Aquino,
Vice
President, CRM
3COM Business Networks Co.-International
Partnership
Relationship Management (PRM)
Case
Study: Measuring Sales and Call Center Productivity at 3COM
3COM
is operating telemarketing and telesales call centers in its
European and Asia Pacific businesses under the name "Focal
Point". 3COM has built a performance scorecard to track key
indicators such as lead generation, telesales volume, and telesales
return on investment or cost productivity. 3COM uses the metrics to
continually redirect investment toward the most productive markets.
3COM also looks to demonstrate that telesales is a more
cost-effective operation than field sales to support selected types
of resellers.
|
|
09:00
- 09:30
|
Mr.
Jason Chu,
Chairman, Hong Kong Customer Service Consortium
World
Class Call Center
Over
the years, call centers have undergone a tremendous transformation
from traditionally being a reactive and passive call answering
service, to currently many being a proactive cross-selling business
unit. Creating a world-class organization involves concentrated and
collaborative effort. It is the same with a world-class call center.
What are the key elements and foundations of a World-Class Call
Center?
|
|
09:30
- 09:45
|
BREAK |
|
09:45
- 10:15
|
Mr.
Shaun Warren,
Customer Solutions Manager, Eyretel Asia Ltd
Customer
Experience Management:
The Fast and Simple Key to Better Customer Relationship!
Traditional
call centers are rapidly evolving into Web-enabled contact centers
as telephone-based operations are integrated with the new media. Faced
with this complexity, delivery of an excellent customer experience
is becoming more and more challenging. To meet this challenge, you
need to monitor the interactions between your contact center and your
customers. You also need to base your management
decisions on a unified view of each customer's contact with the organization.
|
|
10:15
- 11:00
|
FORUM
DISCUSSIONS
|
1.
|
What
is the different between CRM and PRM?
|
|
2.
|
What
are the key elements of Customer Experience Management?
|
|
3.
|
How
to measure sales and call center productivity at your
organization?
|
|
4.
|
How
to transform into a strategic and world-class call center?
|
|
| Date: |
17 January 2002 (Thursday) |
| Time: |
8:30am to 11:00am |
| Venue: |
Dynasty Club
SouthWest Tower, Convention Plaza, 1 Harbor Road, Wanchai, HK |
| Fee: |
HK$300 |
|