世界級呼叫中心專(zhuān)家喬.安東博士來(lái)華參加呼叫中心與客戶(hù)關(guān)系管理大會(huì )

2006/03/13

　　由CTI論壇(www.yshhuang.com)主辦的2006中國呼叫中心與客戶(hù)關(guān)系管理大會(huì )（Call Center & CRM Expo China 2006）將于2006年4月3日--4月5日在北京國際會(huì )議中心舉行。本次會(huì )議是2006年度國內規模最大、水平最高的呼叫中心及客戶(hù)關(guān)系管理全行業(yè)盛會(huì )。其前身為CTI論壇作為主要承辦方、已經(jīng)連續舉辦五屆的年度呼叫中心運營(yíng)與客戶(hù)關(guān)系管理大會(huì )。本次大會(huì )的主題為：新時(shí)期的呼叫中心及CRM，成就與挑戰。

　　應主辦方的邀請，世界級呼叫中心專(zhuān)家、美國普渡大學(xué)客戶(hù)驅動(dòng)服務(wù)質(zhì)量行業(yè)標準研究中心院長(cháng)Dr. Jon Anton(喬.安東博士)將來(lái)華參與本次盛會(huì )，并在大會(huì )上發(fā)表題目為"The Value of Benchmarkking"的主題演講，以及作為特邀專(zhuān)家出席"CTI論壇呼叫中心管理者之夜"沙龍，與國內的呼叫中心運營(yíng)管理者進(jìn)行面對面互動(dòng)交流。

• Managing Web-Based Customer Experiences: Self-service Integrated with Assisted Service, The Anton Press, 2003


• From Cost to Profit Center: How Technology Enables the Difference, The Anton Press, 2003


• Customer Service and the Human Experience: We, the People, Make a Difference, The Anton Press, 2003


• Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company's Destiny, The Anton Press, 2003


• Offshore Outsourcing Opportunities, The Anton Press, 2002


• Optimizing Outbound Calling: The Strategic Use of Predictive Dialers, The Anton Press, 2002


• Customer Relationship Management Technology: Building the Infrastructure for Customer Collaboration, The Anton Press, 2002


• Customer Obsession: Your Roadmap to Profitable CRM, The Anton Press, 2002


• Integrating People with Process and Technology, The Anton Press, 2002


• Selecting a Teleservices Partner, The Anton Press, 2002


• How to Conduct a Call Center Performance Audit: A to Z, The Anton Press, 2002


• 20:20 CRM A Visionary Insight into Unique Customer Contact, The Anton Press, 2001


• Minimizing Agent Turnover, The Anton Press, 2001


• e-Business Customer Service, The Anton Press, 2001


• Customer Relationship Management, The Bottom Line to Optimizing Your ROI, Prentice Hall, 2nd Edition, 2001


• Call Center Performance Enhancement Using Simulation and Modeling, Purdue University Press, 2000


• Call Center Benchmarking: How Good is "Good Enough", Purdue University Press, 1999


• Listening to the Voice of the Customer, Alexander Communications, 1997


• Contact Center Management by the Numbers, Purdue University Press, 1997


• Customer Relationship Management: Making Hard Decisions with Soft Numbers, Prentice-Hall, Inc., 1996


• Inbound Customer Contact Center Design, Dame Publishers, Inc., 1994


• Computer-Assisted Learning, Hafner Publishing, Inc., 1985

　　Jon博士還是普渡大學(xué)出版社出版的《客戶(hù)數據庫管理》叢書(shū)的編輯。

　　Jon博士在學(xué)校接受的正式教育集中在技術(shù)領(lǐng)域，取得的學(xué)位包括哈佛大學(xué)的理科博士學(xué)位和碩士學(xué)位，康涅狄格大學(xué)的理科碩士學(xué)位和圣瑪麗亞大學(xué)的理科學(xué)士學(xué)位。另外，他還在斯坦福大學(xué)商學(xué)院完成了一個(gè)持續了3個(gè)夏天的商業(yè)管理人員教育強化課程。

背景資料: Benchmark Portal 介紹

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