Background Information

　　Thomas Friedman In the book ‘The world is flat’, Thomas Friedman pointed that the trend of the world developing in the future is Globalization3.0.In the new globalization process, individuals , medium & small sized enterprises and virtual organization will take the place of large enterprise, which took the dominant place in 1.0,2.0.As well, more efficient tools are needed to complete this revolution. The globalization opens opportunities and challenges for contact centers, which never happened before.

　　In the past 10 years we saw the rapid development of China Contact Center Industry. During the past, companies and the enterprises with contact centers shifted their focus from simply call service on to operation management, meanwhile more contact centers have emerged in the field of researching and forming a complete set of management theory for its operation. They work out according to the actual state of china contact center industry and the majority of them have gained excellent progress. At the same time, the development and progress has been bringing the China contact center industry more in line with the international practice. In the contact center industry, more and more international professional organizations have approached to China for business and cooperation. In turn, lots of great business opportunities have been open which is closing the gap between China and developed countries.

　　So in this background, contact center industry in China has adapted the macro stratagem of the outsource developing, positively and rapidly joins in the process of the globalization’s ‘amalgamation & innovation’. We will invite outstanding enterprisers and experts in Asia-Pacific, to discuss ‘Globalization’, ‘Contact centers’, ‘Service outsource’ and etc.

Our focus

The operation management standards
The best practice of China call center industry
The benchmark of the best call center in China
The technological development and application of China call center industry
The development preview and management of tele-marketing
The trend and opportunity for China call center market
The outsourcing and offshore outsourcing business of call center
The cooperation opportunity and forecast for the Asia-pacific call centers
The evaluation system of call center management in Asia-pacific
The practice for collaborative call center management across countries

Reasons for Attending this Forum

　　Communicate directly with the call center experts and the managers from the best call centers, share different views ,experiences as well as the latest information;
　　 Attend the best call center award ceremony , exchange your ideas with the outstanding call center experts and managers;
　　 Share the impressive practice cases from the awarded call centers face to face;
　　 Network with the superior call center managers and professionals in Asia Pacific;
　　 Understand the novel industrial technology and exchange the latest information of call center market;

Who should attend

　　Professionals have come from the industries of banking, telecommunication, security business, insurance, IT, internet, e-commerce, government & public utility, electronic & manufacture, education & media, health care institute, catering, fast consumer items, transportation & logistics, automobile, real estate, heavy industry as well as energy. Authorities from the customer care field and the chief leaders from the governmental departments.

• 1.CEOs, COOs & presidents of companies, supervisors of customers; Managers of marketing, selling and service departments.
• 2.Mangers of customer relationship departments, call centers and the contact centers.
• 3.Managers of company strategy research, data analysis and e-commerce departments
• 4.Managers who are interested in the development of call center industry.
• 5.Specialists of call center industry and the CRM industry as well as the representatives of the industrial manufacturers and vendors