APCSC Customer Relationship Excellence & CSQS Summit 2003

@

About the Summit
  APCSC Summit 2003
  Program Rundown
  Speakers
  Attendee Profile
@ Venue
Contact Us
@ Sponsorship
About APCSC
@
@ APCSC Summit 2018
@ APCSC Summit 2017
@ APCSC Summit 2016
@ APCSC Summit 2015
@ APCSC Summit 2014
APCSC Summit 2013
@ APCSC Summit 2012
@ APCSC Summit 2011
@ APCSC Summit 2010
@ APCSC Summit 2009
  APCSC Summit 2008
  APCSC Summit 2007
  APCSC Summit 2006
  APCSC Summit 2005
  APCSC Summit 2004
@
@ Global Certification
@ CSQS Info
  CRE Awards
  Best-in-Class Presentation
@@
Summit Program

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)

@
 

Day One September 9, 2003 (Tuesday)

@

Breakout Sessions
@
@

Delivering Superior Value to Corporate Customers

Lane Leskela, Research Director
Gartner G2


CRE Winner
@  

CRE Winner
 
@
Ball Room Presentations
 

TOP

@
 

Day Two September 10, 2003 (Wednesday)

@

 
CRE Winner

 
 
 

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

@
 
Breakout Sessions
@

CRE Winner

Total Customer Experience Management at SONY (Case Study)

Stephen Wong, Division Manager,
Sony Corporation (HK) Limited


CRE Winner
@
CRE Winner
 
@ Tea Break
Ball Room Presentations
  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

TOP

@
 

APCSC Customer Relationship Excellence Awards
Dinner Ceremony
(September 9, 2003 - Evening)

  


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

@ @
@

TOP

@
 

Post Conference Training: Certified CRM Director (CRMD)
(September 11-12, 2003)

  


Overview & Objective

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.

@

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.

TOP

@

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 

TOP

@

Certification Procedures

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.

TOP

@

Who Should Attend

Suitable for all levels of staff involved with CRM. Prior knowledge of CRM techniques is an advantage but not essential.

TOP

@

Course Outline


 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

                                                                          TOP
@

 

Post Conference Training: Certified Call Center Manager (CCCM)
(September 11-12, 2003)

  


Overview & Objective

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.

TOP

@

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.

TOP

@

Certification Procedures

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.

TOP

@

Who Should Attend

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.

TOP

@

Course Outline


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
@

Customer Relationship Management (CRM)
P   CRM Stages for Analytics
P   Measuring Customer Success
P   CRM Implementation Foundation
P   Loyalty Marketing
@

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
@

Managing Customer Satisfaction
P   Customer Satisfaction & Loyalty
P   Linking Satisfaction to Business Results
P   Customer Satisfaction Survey
@

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
@

Managing People
P   Recruitment, Retention, Release
P   Rewards & Recognition
P   People Development
@

Planning Customer Satisfaction Research on Call Center
P   Internal Planning
P   Determination of Performance Attributes
P   Benchmarking

TOP

@

¡@