__Topic: Total Customer Experience (Case Study)
__The mission and target of a Call Centers becomes higher
__and higher. We all have to transform from Cost Centers to
__Profit Centers. But How? Sony got the unprecedented
__Tele-Sales Record of July 2002 with the amount
__exceeding US$5,000,000. Mr Cheung will share his experience
__on this Total Customer Experience.

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__Topic: Total Contact Ownership at a Knowledge Center
__Total Contact Ownership (TCO) is the concept that the
__person who the customer establishes initial contact with
__is responsible for the resolution of that issue until final
__closure and confirmation of customer satisfaction. Jason
__will have discussion on how TCO can help the Knowledge
__Center/Call Center.

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__Topic: Single Point of Contact Center Solution for your Most Valueable
__Customers (Case Study)
__Customers now demand choices for contact through multimedia
__channels. This presentation is a case study on how
__cost-effectively expand your customer contact network
__and marketing promotion to provide Single Point of Contact to
__customers with the latest multimedia interactive station
__and network by many leading companies today.

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