505047.com_國際呼叫中心峰會(huì )暨第八屆中國最佳呼叫中心頒獎典禮

袁道唯

愛(ài)立信商業(yè)咨詢(xún)中國區
首席咨詢(xún)師

袁道唯，愛(ài)立信商業(yè)咨詢(xún)中國區首席咨詢(xún)師

同時(shí)兼任《客戶(hù)世界》雜志總編輯，同濟大學(xué)經(jīng)管學(xué)院顧問(wèn)教授。曾在埃森哲, 惠普,戴爾等企業(yè)擔任電子商務(wù)和企業(yè)咨詢(xún)的管理職務(wù). 長(cháng)期從事客戶(hù)關(guān)系管理, 企業(yè)戰略,運營(yíng)管理等方面咨詢(xún),在相關(guān)領(lǐng)域發(fā)表過(guò)大量論述.

潘堅

華為企業(yè)聯(lián)絡(luò )中心產(chǎn)品線(xiàn)
總監

潘堅，華為企業(yè)聯(lián)絡(luò )中心產(chǎn)品線(xiàn)總監。

呼叫中心行業(yè)專(zhuān)家，2000年涉足呼叫中心領(lǐng)域，從事過(guò)聯(lián)絡(luò )中心研發(fā)、需求分析、架構規劃與設計等工作，曾參與過(guò)電信集團、移動(dòng)集團、行業(yè)聯(lián)絡(luò )中心的規范制定工作，參與了中國移動(dòng)、中國電信、中國聯(lián)通、招商銀行、深發(fā)展、全國郵政、全國國稅、百度、平安保險、大地保險等多個(gè)呼叫中心的規劃建設。

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

客戶(hù)服務(wù)審計有限公司聯(lián)合創(chuàng )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·艾奇遜

Chief Executive Officer, Asia Pacific Region, COPC Inc.

美國COPC公司亞太區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從事聯(lián)絡(luò )中心行業(yè)15年。15年來(lái)，他一直致力于持續實(shí)現質(zhì)量、服務(wù)和流程的改善，并且一直關(guān)注消費者滿(mǎn)意度，這也體現了COPC 框架的特點(diǎn)。作為 COPC Inc.亞太區的首席執行官，Ian的個(gè)人經(jīng)歷涵蓋了聯(lián)絡(luò )中心業(yè)務(wù)的各個(gè)層面。

    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管理過(guò)內部和外包的的聯(lián)絡(luò )中心以及后臺處理中心，因此他能夠充分了解到在聯(lián)絡(luò )中心內部進(jìn)行管理時(shí)作出必要轉變的速度。他曾為IT行業(yè)、金融服務(wù)、電信、政府、信用卡和保險業(yè)提供服務(wù)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已經(jīng)向世界前50名的知名企業(yè)中超過(guò)25%的企業(yè)提供過(guò)培訓和咨詢(xún)服務(wù)。是 COPC‐2000 顧客服務(wù)提供商標準的高級審核師以及合格的 6sigma 講師。Ian熟悉并擅長(cháng)亞洲和澳洲呼叫中心運營(yíng)，在加入COPC Inc.4年多的時(shí)間里，Ian和這一地區的公司進(jìn)行了廣泛和深入的合作。

    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在行業(yè)從事多個(gè)高級管理職位，包括 KAZ 商業(yè)服務(wù)聯(lián)絡(luò )中心經(jīng)理，Datacom咨詢(xún)服務(wù)部經(jīng)理，Connect Interactive公司的商業(yè)提升經(jīng)理和呼叫中心經(jīng)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年移居澳大利亞之前，Ian曾擔任蘇格蘭愛(ài)丁堡英國天然氣公司服務(wù)改善部門(mén)的客戶(hù)經(jīng)理。在英國天然氣公司，Ian曾是"商業(yè)杰出獎"主席獎得主。

    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持有蘇格蘭愛(ài)丁堡納皮爾大學(xué)的法律本科學(xué)位，目前正在攻讀赫瑞瓦特大學(xué)的 MBA 學(xué)位。

魏婕

北京聯(lián)通信息導航業(yè)務(wù)中心副總經(jīng)理

    魏婕，北京聯(lián)通信息導航業(yè)務(wù)中心副總經(jīng)理。

    魏婕女士曾任原北京網(wǎng)通客戶(hù)服務(wù)中心副總經(jīng)理、原北京網(wǎng)通增值業(yè)務(wù)中心副總經(jīng)理、北京聯(lián)通語(yǔ)音增值業(yè)務(wù)中心副總經(jīng)理等職務(wù)，曾榮獲原北京網(wǎng)通“北京2008年奧運會(huì )通信服務(wù)保障一等功臣”、 “2009年度中國最佳聯(lián)絡(luò )中心管理人獎”、2010年 “年度中國（亞太）最佳呼叫中心獎”、2011年 “中國最佳客戶(hù)聯(lián)絡(luò )中心產(chǎn)業(yè)杰出貢獻獎”和“中國最佳客戶(hù)聯(lián)絡(luò )中心技術(shù)解決方案獎”。負責原北京網(wǎng)通客戶(hù)服務(wù)中心10060服務(wù)熱線(xiàn)、114電話(huà)導航呼叫中心工作期間帶領(lǐng)114推出了機票預定服務(wù)、酒店預定服務(wù)、訂餐服務(wù)、失物招領(lǐng)服務(wù)等，開(kāi)通了多語(yǔ)言服務(wù)。

    2010年5月至今任北京聯(lián)通信息導航業(yè)務(wù)中心副總經(jīng)理，負責北京聯(lián)通呼叫中心坐席服務(wù)業(yè)務(wù)、語(yǔ)音增值業(yè)務(wù)中心、廣告傳媒業(yè)務(wù)的銷(xiāo)售、運營(yíng)和二次開(kāi)發(fā)工作。期間，積極拓展金融、保險行業(yè)坐席外包業(yè)務(wù)，成功簽約陽(yáng)光財險、陽(yáng)光壽險、民生銀行等大型外包業(yè)務(wù)，中標并成功運營(yíng)中國國際航空公司國內呼叫中心業(yè)務(wù)和北京市工商局12315服務(wù)熱線(xiàn)項目。

葛培明

杭州遠傳通信技術(shù)有限公司-上海研發(fā)中心總監

葛培明，杭州遠傳通信技術(shù)有限公司-上海研發(fā)中心總監。

同濟大學(xué)博士后,資深數據分析和模型研究專(zhuān)家。對服務(wù)渠道的客戶(hù)行為軌跡分析、互聯(lián)網(wǎng)電子商務(wù)及智能算法有深刻的研究并獲得很多成果，在國家級刊物上發(fā)表了多篇論文。葛博士主持開(kāi)發(fā)了多款電子渠道分析方面的系統。

姚晉民

奧迪堅通訊產(chǎn)品業(yè)務(wù)發(fā)展部
副總經(jīng)理

    姚晉民,奧迪堅通訊產(chǎn)品業(yè)務(wù)發(fā)展部副總經(jīng)理。

    作為奧利堅通訊創(chuàng )始人之一，姚晉民先生已為奧迪堅服務(wù)17年，他曾在財務(wù)規劃，銷(xiāo)售工程師，生產(chǎn)管理等崗位任職。

    在過(guò)去的10年中，他以產(chǎn)品管理部門(mén)副總經(jīng)理身份，帶領(lǐng)團隊建立了支持遠程座席和移動(dòng)座席功能，基于IP的分布式呼叫中心。現在，姚晉民先生的團隊正致力于加強與微軟Lync統一通信產(chǎn)品合作，以及下一代主動(dòng)服務(wù)構架解決方案的開(kāi)發(fā)工作。

    加盟奧迪堅通訊之前，姚晉民先生曾在加利福尼亞州圣何塞市的Centrum Communications及3COM公司任職，此外，他還擁有化學(xué)工學(xué)學(xué)士學(xué)位，市場(chǎng)營(yíng)銷(xiāo)學(xué)士學(xué)位以及金融MBA學(xué)位。

劉天白

中金數據系統有限公司助理總裁

劉天白，中金數據系統有限公司助理總裁、云計算中心總經(jīng)理。

現任中金數據系統有限公司助理總裁、云計算中心總經(jīng)理，國內最早的企業(yè)云計算踐行者。2009年加入中金數據，共同開(kāi)創(chuàng )了中金數據的云計算業(yè)務(wù)，成功構建金融行業(yè)云計算產(chǎn)品/服務(wù)及市場(chǎng)開(kāi)拓，對云計算技術(shù)趨勢、商業(yè)模式和行業(yè)應用有深入的思考和實(shí)踐。對企業(yè)信息系統架構工程的方法論有深刻理解，曾經(jīng)參與了多個(gè)商業(yè)銀行信息模型的規劃和建設和業(yè)務(wù)咨詢(xún)工作。