|
Call
Centre Association
|
|
E-newsletter
- Jul, 2002
|
| |
| Index |
|
|
|
|
|
 |
|
|
|
HKCCA
Annual Symposium "Growth in a New Era of
Customer Interaction and Relationship"
31 Oct 02
The Ballroom, Conrad Hong Kong
|
|
|
| Tough
economic times are forcing companies to become even more
competitive in attracting customers, and call centres
are at the heart of that competitive push for excellence.
But changes in call centre management and technology are
occurring every day. So to help maintain standards for
customer relationship building, a sound knowledge of the
latest practices and equipment use is essential. |
|
| For
this reason, we at the Call Centre Management Association
are excited announce the Call Centre Management Symposium
2002. It's truly the Mecca for the industry. Practitioners
who attend can make important contacts and gain the latest
information on web-based systems, wireless applications,
plus get inside information about what is working and
what is not. |
| |
| If
you're a serious player in the call centre sector you
will definitely want attend this year's Call Centre Management
Symposium 2002. |
|
| The
details of symposium will be posted at www.hkcca.com
soon. |
|
|
"Customer
Contact World China" Symposium and
Study Mission in Shanghai
24-27 September 2002
|
|
|
| This
highly awaited event will offer attendees an in-depth
grasp of the latest trends and challenges facing call
centres in China. Prominent speakers from existing enterprises
will be invited to share their implementation experience
and insights. Also a major focus will be put on the importance
of call centres in developing CRM strategies in China.
Moreover, an on-site visit in China has been arranged
to allow everyone to better understand the overall operational
details and learn about call centre practices on the mainland.
|
|
| For
more programmes details, please click
here |
|
|
Forum
on Training & Development for
Contact Centre Practitioners
23 Aug 2002
|
|
| |
| The
contact centre is becoming more and more important in
an organisation's daily business operation. What are the
challenges facing the contact centre industry? To better
equip yourself; you have to take advantage of this forum
to get the latest news on self-development programmes
in town. |
|
| Senior
representative from PCCW and OglivyOne Worldwide will
share their experience on the contact centre industry
and lifelong learning. |
| |
| Programme: |
| 5:45
pm - 6:00 pm |
Registration |
| 6:00
pm - 6:30 pm |
Challenges
Facing Contact Centre Practitioners |
|
Mr
Rayland Chan, Manager, People Development &
Communications, Contact Center Business, PCCW |
| 6:30
pm - 7:00 pm |
Life
learning & self development |
| |
Senior
Representative, OglivyOne Worldwide |
| 7:00
pm |
End |
|
| Programme
subject to change |
|
| Programme
Details: |
| Who
Should Attend |
CEOs,
CIOs, Call centre managers, agents, IT personnel,
CRM & CSM practitioners, HR Managers. |
| Date |
23
August 2002 |
| Time |
6:00
P.M. - 7:00 P.M. |
| Language |
Cantonese
with English terminology |
| Admission
Fee |
HK$200/Free
for Call Centre Association Members
Please retun this enrolment form together with a
crossed cheque payable to "Call Centre Association
Limited", of the appropriate amount, to the
following address via mail or in person: 3/F., Powerhouse,
HKPC Bldg., 78 Tat Chee Avenue, Kln (Attn.: Ms.
Amy Wong)
|
| Venue |
Powerhouse, 1/F, HKPC Building, 78 Tat Chee Avenue,
Kowloon Tong, Kowloon |
| Enquiry |
Ms.
Amy Wong,
Tel: 2788 5753 Fax 2788 6056
E-mail: amywong@hkpc.org |
|
|
|
|
|
|
|
|
 |
|
|
 |
|
 Seminar |
The
seminar on "Turn your Staff on - Training & Development
" held on 26th Jul 2002 introduced the tools and
methods to help the staff to reach their maximum potential.
Training, Development, Coaching and Motivation are explored
in the seminar. Also the technology of Enterprise Talent
Management are discussed.
Speakers including Ms Claudia Schlesinger, MD of CCS International
and Mr Daniel Cheah, Regional Sales Director of iContaQ
shared their thoughts, opinions and experiences with attendees. |
|
|
|
|
|
|
|
|
Site
Visit
|
|
On
25th July, the Call Centre Association organised 2nd
site visit to the "1823 Citizen's
Easy Link" of the HKSAR Government's Efficiency
Unit. During the visit, CCA members learned how the
Link delivers its services to the public. CCA members
and representatives of the Efficiency Unit also shared
opinions and experiences on operational issues related
to the running of a call centre. This event was organised
free of charge exclusively for CCA members and the response
was indeed enthusiastic.
|
|
|
|
|
|
|
|
|
|
|
|
 |
|
|
Call
For Entries!
|
|
The
Hong Kong Call Centre Association
Proudly presents:
|
|
The 3rd Annual Call Centre Awards
|
|
| The
Hong Kong Call Centre association is organising its 3rd
Industry Annual Call Centre Awards. With the growth of
the industry, this years Call Centre awards aim to acknowledge
and give recognition for both outstanding providers of
customer service as well as the individuals who are the
top performers that achieve excellent customer service
/ satisfaction. You are invited to enter this prestigious
award and make nominations, either for a team member who
has exceeded performance KPI's, the stars of your a service
provider |
|
|
This
industry needs you to help them make the difference!!
|
| |
Participation
in the awards identifies you as one who has set themselves
to perform at a high level. This year we are adding some
new category's to represent the broadening of the industry,
which help make HK a service Hub of the region. There
will be 3 main categories this year
* Individual awards
* Contact Centre awards
* Vendor awards |
|
| You
may visit our website at www.hkcca.com
or contact Amy Wong at AMYWONG@hkpc.org
or telephone: +852 2788 6011 if you have any queries.
|
| |
| All
nominations for Individual and Contact Centre awards must
be received by August 30th, 2002. A document will
be available shortly with award categories and criteria.
A briefing session will be held on the 6th of September
in order to provide more detail on the completion of documentation
required in order for the judges to base their decision. |
|
|
Written
submissions must then be received by 1700hrs, Friday the
20th of September 2002. |
Click here for more information |
|
|
|
|
|
|
|
| |
|
Technology
|
|
| Topic:
Nortel
Networks IP Contact Center Solutions |
|
|
|
| |
 |
| |
| More
News From the Call Centre Sector |
| |
|
3rd
Annual Customer Relationship Management
Asia Conference in Singapore
25-28 Aug 02 by Frost & Sullivan
|
|
|
| Please
visit the web-site:http://conferences.frost.com/RMA |
| |
|
|
Performance
Coaching and Efficient Call Centre Operations
Advanced skills for developing call and contact centre
employees
|
|
|
16th
& 17th September Conrad International Hong Kong
|
| |
Of
all the roles that a contact or call centre Manager undertakes,
none is
more important than the development and training of their
teams. The future
effectiveness of primary customer contact is completely
dependent on the
ability of the leader to impart the corporate culture
and skills required by
their workforce to deliver lasting and effective customer
service. This
experiential and skills-based course teaches and demonstrates
to
supervisors, managers and team leaders, the best-practice
coaching model for
call and contact centre and help desk environments. The
focus is on a wide
range of activities, self tests, structured case studies
and targeted
role-plays, designed to ensure each participant completes
the course with a
solid understanding in, and ability to apply effective
coaching and call
quality monitoring. The use of participants own data,
further delivers
specific solutions to their most pressing staff performance
probems. |
|
| Event
Site: www.marcusevanssh.com
|
|
| For
more information please contact: |
| Rachel
Guo |
| marcus
evans, China |
| rachelg@marcusevanssh.com |
| Tel:
8621 6391 5500 |
| |
|
|
|
|
|
|
|
