Job Title£ºChief
Editor of Customer Care & Management World, Chief Consulter of
CCMWorld Academe Profile£º
David Yuan was born in Shanghai. He went to American in 1981 and got
master¡¯s degree of
bioengineering and Ph.D of psychology in U of Southern California
as well as post doctorate in
University of California,Irvine.
He once worked as the financial system expert in Broadway department
store. After back to China in1998, he worked as the direct marketing
director of Dell Inc., the electronic sales manager in HP and the
consulting director in Accenture. Now Dr. Yuan is in charge of Ericsson
Business Consulting Division in Greater China. Meanwhile he is the
chief editor of Customer care & management world as well as the
consulting professor of School of Economics£¦Management, Tongji University.
James Zhao
Job Title£ºVice
president of Ministry of Information Industry Call Center Official
Standard(MIICCOS) Profile£º
James Zhao, majoring in Engineering Management, was graduated from
Nanjing University of Aeronautics and Astronautics as a post-graduate.
From 1992-1998 he worked on the study of teaching and basic theory
in Nanjing University of Aeronautics and Astronautics. Then he worked
as the consultive training director of ePRO as well as the advisory
training director of CCID Call Center. He has been engaged in the
operation and consultation of call center for a long time and regarded
as a well-known consultive training expert and an advocate of industry
standardized management. He wrote books such as Customer Servive Representative
of Contract Center, Introduction to Customer Service and Call Center
Operation and so on. At present, he is the vice-chariman of MIICCOS
and vice-president of CNCCA and the founder of CCMWorld Group.
Simon Kriss
Job Title£ºHead
of Strategy & Planning, Customer Interaction Centres for The Royal
Bank of Scotland; and Official Spokesperson for APCCAL Profile£º
Simon Kriss is globally recognised as a thought leader in management
of contact centres. He has been published in many industry magazines
and news journals, has been interviewed on international television
and even provided insights to several Asian Governments on the strategic
nature of contact centres.
With over 20 years experience, Simon was asked to act as Chairman
for the regional contact centre awards in 2005 and again in 2006.
Simon is a trusted advisor to the contact centre associations that
make up APCCAL.
Sidney Yuen
Job Title£ºChairman,
HK Call Centre Association¡¯s Contact Centre Awards
Chairman, International Association of Outsourcing Professionals (HK)
Chairman, HBC
Head, Global Consulting Service, Asia Pacific, Convergys Corporation
Profile£º
Sidney is a sought after speaker, TV talk show host, facilitator and
consultant who specializes in helping organizations create wow customer
experiences and implement profitable customer strategies. He is the
head of Consulting Practice ¨C Asia Pacific at Convergys Corporation;
the global leader in relationship management.
Sidney is founder to a number of organizations including the Best
Practice Management Magazine, HKMA Quality Award .He is an advisor
to various government entities and universities in China.
Prior to his current role, Sidney was director of Customer Service
at American Express and Practice director at Andersen Consulting,
Greater China.
Catriona Wallace
Job Title£ºmanaging
director of callcenters.net Profile£º
Dr Catriona Wallace, managing director of callcenters.net, her research
interests over the last 10 years have been focused on the study of
leadership and technology in the contact centre industry in Australia
and overseas.
She has published numerous research reports and articles related to
the service industry and is the author of a book entitled The Complete
Guide to Call and Contact Centre Management.
Will Hsu
Job Title£ºExecutor
of TCCDA, Executive Director of Grandsys Technology & Service
Corp. Profile£º
Will Hsu is the supervisor of Taiwan customer service Association
and the executive director of Grandsys Technology & Service Corp.
He got the master¡¯s degree of computer multimedia in New York University
and also he is the candidate of Doctor of Education. Mr Will Hsu lead
the professional consultative group of workforce management and optimization.
He has been dedicated to the research of call center HRM for a long
time. He was engaged in the workforce planning of banks such as Chunghwa
Telecom, Bank one, Cathay United Bank and so on. The number of CSR
is more than 7000. Meanwhile he was the telephone marketing consultant
of TCCDA, Citi Fubon Life Insurance Company and so on.
