2006中国最佳呼叫中心管理人:徐欣

客户世界|CNCCA |2006-09-14

徐欣:微创软件有限公司副总裁兼专业与技术服务事业部总经理，微创大宇宙信息咨询有限公司常务副总裁

获奖理由：

徐欣先生毕业于上海复旦大学电子工程专业，是行业中公认的资深专家，目前任客户世界研究院专家顾问、GreaterChinaCRM顾问，长期致力于呼叫中心运营、客户关系管理以及客户支持关怀方面的改进工作，并取得显著的成效，屡获业界表彰。在加入微创之前徐欣曾是微软大中国区技术中心最早的员工之一，并共同参与初始团队的建设、运营和区域性技术支持。自2002年加入微创，徐欣带领其专业与技术服务事业部向国内及海外提供专业的技术支持服务及客户关怀服务。自公司成立至今短短四年间，徐欣已成功的在部门内建立了一支高效的管理团队并搭建了灵活而优化的运营流程及基础设施。2003年，徐欣成为中国首批被COPC国际标准组织正式授予“COPC注册协调员”及“COPC注册六西格玛高效管理专家”称号的产业专家之一。2005年底，徐欣再度带领其专业与技术服务事业部连续第二年获得COPC-2000和ISO9001-2000的认证。他积极倡导用6西格码和平衡记分卡两大国际最新管理工具进行辅助管理，经过各方面不断的优化、完善，部门目前的座席规模已经在短短四年间增加到300多席，营业额也不断保持强劲的增长势头。然而，徐欣仍在不断广泛而积极地拓展多元化的客户，并力求提供多种类、灵活和增值的客户互动服务。

Reason For the Recognition

Mr. Mike Xu has a Bachelor of Science degree in the major of Electronic Engineering from Fu Dan University in Shanghai. He is well known as the senior expect in the field of Contact Center. He committed himself to the business of contact center operation, customer service management and customer care services. He was awarded several times for his outstanding achievements and contributes. Professional & Support Services provides professional technical support and customer care services both domestically and internationally. Mike has successfully built up an effective management team and set up a very flexible and optimized operation infrastructure within PSS since 2002. Mike took COPC2000 regular courses in Hong Kong and was formally authorized as “COPC Registered Coordinator” and “COPC Certified Six Sigma HPMT Specialist” in the year of 2003. In year 2005, under Mike’s leadership, PSS Division won the three great awards in ICC China. They are: “2005 China’s Best Support Center of the Year Awards”, “China’s Best Call Center Manager”, “China’s Best Customer Service Representative”.With the sparkplug and excise of the 6 sigma and balance score card, with the continuous optimization and improvement, the seat capacity of PSS has reached 300 above and revenue has been kept dramatically increased. Mike has extensively developed multi-end clients and perse service offerings.

评审单位：

中国电子商会呼叫中心与客户关系管理专业委员会
信息产业部呼叫中心标准指导委员会
客户世界机构(CCMWorld Group)

2006年9月

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