2008中国最佳呼叫中心管理人:张平

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客户世界|CNCCA |2008-10-13

张平:中国移动浙江公司客服中心总经理

获奖介绍:

张平女士具有三十多年丰富的通信行业工作和管理经验,在大型呼叫中心的集中化运营管理、客户关系管理、企业文化建设等领域有深刻独到的理解与经验,2002年,张平接受重任,用一年时间完成了全国通信行业中第一个真正意义上的大型集中化呼叫中心的建设。经过五年多发展,中国移动浙江公司客服中心实现了逻辑和管理上集中,物理结构分散的多中心网络呼叫中心的建设,实现了大型呼叫中心集中化、信息化、标准化的运营模式。主要研究著作有:《大型集中化呼叫中心的创新管理》、《优化服务资源配置、构建移动e通道、全面提高客户服务水平》、《穿越流程壁垒、优化业务流程、提高服务水平》。

Brief introduction of the Winning Units:

Ms.Zhang Ping has been having great working and management experience in Communications industry for more than 30 years. She accumulates her own deep understanding and gathers experience on the management of large-scale centralized call center and customer relationship, the building of the team and corporate culture. 2002,Zhang Ping accepted the responsibility to complete the building of the first true sense large-scale centralized call center in the country’s communications industry by one year. After more than five years of development,the Customer Service Center has completed the building of the multi-center, which is centralized in logic and management and decentralized in the physical structure of the network of all call centers, they have achieved a centralized, information-based, and standardized business model of large-scale call center. Her main papers are:“innovation management on large-scale centralized call center”, “optimizing service resource allocation, building mobile E channel,  upgrading customer service level over all”, and “Traversing process rampart, optimizing business process, upgrading service level”.

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
呼叫中心能力成熟度模型CC-CMM标准委员会
亚太客服与呼叫中心联盟
客户世界机构(CCMWorld Group)

2008年10月

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