The contact center industry is an important branch of modern service industry, which rationally distributes global resources and is highly standardized. After years of development, it has formed a global industry development pattern of three pillars, North America, Europe and Asia Pacific. Meanwhile China is in a leading position in developing global service outsourcing business and promoting international standard of the contact center industry. As a standard that is "originated from China and connected to the world", Contact Center Capability Maturity Model (CC-CMM) has played an active role in promoting international industry standard. CC-CMM has been highly respected by the global industry and been paid close attention by the competent authorities.
The first "CC-CMM Standard Annual Summit" will be held in Mar.28 2012, Shenhzen, which will become an important gathering of the top think tanks in the global contact center industry. This annual summit aims for gathering global industry wisdom to promote the integration and development of the contact center industry standard. As an international academic forum, the summit will focus on the construction and integration of the industry standard in the Greater China Region in 2012.
Summit Theme:
Construction and Integration of the Industry Standard in the Greater China Region
Background：
The contact center industry is an important branch of modern service industry, which rationally distributes global resources and is highly standardized. After years of development, it has formed a global industry development pattern of three pillars, North America, Europe and Asia Pacific. Meanwhile, China is in a leading position in developing global service outsourcing business and promoting international standard of the contact center industry. As a standard that is "originated from China and connected to the world", Contact Center Capability Maturity Model (CC-CMM) has played an active role in promoting international industry standard. CC-CMM has been highly respected by the global industry and been paid close attention by the competent authorities.
The first "CC-CMM Standard Annual Summit" will be held in Mar.28 2012, Shenhzen, which will become an important gathering of the top think tanks in the global contact center industry. This annual summit aims for gathering global industry wisdom to promote the integration and development of the contact center industry standard. As an international academic forum, the summit will focus on the construction and integration of the industry standard in the Greater China Region in 2012.
Key point：
- standard construction and future development prospect in contact center industry
- Issue of benchmarking report of contact center operation and management in Great China Region and future trend research
- benchmarking cases study in contact center operation
- latest news in contact center human resource research
- pplication and management of home office seat
- industry impact of cloud technology
Value：
- brainstorming of global industry top think tank
- Socially professional annual summit for top management in Asian Pacific Region
- positioned at sharing latest news and research in inter-regional industry integration and development
- excellent benchmarking study in Asian Pacific Region
- relation networking with principals of benchmark organizations in national subdivision application market
- Issue of benchmarking report of contact center operation and management in Great China Region
Attendee：
- contact center associations in Asian Pacific region
- principal of industry research organization and third-party information platform
- CC-CMM committee
- CC-CMM authentication organizations and copartners
- policy researcher and manager of industry administer bureau
- principal of Voice Valley all around China
- academician in contact center management research specialty
- top operation management
- top technology supplier management
Summit Schedule：
Wednesday 28th March 2012 |
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Forum Chairman: Liu, Gang (Associate Dean of Software School of Fudan University, Director of CC-CMM Standard Research Center) |
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Theme: construction and integration of the industry standard in the Greater China Region |
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09:00am – 9:30am |
Construction Idea and Prospection of Contact Center Standard |
9:30am – 10:00am |
The Latest Developments of Contact Centers in the Asia-Pacific Region and the Practices in Hong Kong |
10:00am – 10:20am |
CC-CMM Certification Awarding Ceremony, Spring 2012 |
Tea Break |
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10:50am – 11:30am |
New Challenge and Opportunity in Contact Center |
11:30am – 12:00pm |
Issue of benchmarking report of contact center operation and management in China 2011 & core information sharing |
Lunch & Networking |
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14:00pm – 14:20pm |
Practice of Standardized Operation and Management in China Mobile 10086 (Operation and Management) |
14:20pm – 15:00pm |
Roundtable: How to Maintain High Performance Operation and Output in Contact Center |
15:00pm – 15:20pm |
Turning Services into Marketing (Innovation) |
15:20pm – 16:00pm |
Roundtable: Create Value from Contact Center Innovation |
Tea Break |
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16:20pm – 16:40pm |
Cognition and Thought in Contact Center Industry International Standard |
16:40pm – 17:20pm |
Roundtable: Integration and Optimization in International Standard, Country Standard and Corporation Standard |
Thursday 29th March 2012 |
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In charge: Shenzhen Contact Center Association |
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09:30am – 12:00pm |
Onsite Visit: |
Contact：
CC-CMM Standard Organization (CC-CMM)
Hotline：4006964009
Web：http://www.cc-cmm.org/
Sina Weibo：http://weibo.com/3cmm
Customer Care & Management World(CCMWorld Group)
Hotline：4007797070
Web：http://www.ccmw.net/
Sina Weibo：http://weibo.com/ccmw
Shenzhen Contact Center Association
QQ：95000133、62777177
Web：http://www.szcca.org.cn/
Sina Weibo：http://weibo.com/2163252944