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Call
Centre Association
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E-newsletter
- Aug, 2002
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HKCCA
Annual Symposium "Growth in a New Era of
Customer Interaction and Relationship"
31 Oct 02
The Ballroom, Conrad Hong Kong
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| 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. |
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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. |
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| If
you're a serious player in the call centre sector you
will definitely want attend this year's Call Centre Management
Symposium 2002. |
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more programmes details, please click
here |
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"Customer
Contact World China" Symposium in Shanghai
25-26 September 2002
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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.
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more programmes details, please click
here |
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| The
Forum on "Training & Development for Contact
Centre Practitioners" held on 23 Aug 2002 introduced
the latest news on self-development programmes in town.
Speakers including Mr. Rayland Chan, Manager, People Development
& Communications, Contact Center Business, PCCW and
Mr Valent Ma, Human Resource and Administration Manager,
Teledirect,OglivyOne Worldwide shared their thoughts,
opinions and experiences with attendees. |
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Call
For Entries!
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The
Hong Kong Call Centre Association
Proudly presents:
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The 3rd Annual Call Centre Awards
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| The
Hong Kong Call Centre association is organising its 3rd
Industry Annual Call Centre Awards. With the growth of
the industry within today's changing environments 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. |
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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 |
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This
industry needs you to help them make the difference!!
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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
* Vendors awards |
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| You
may wish to 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.
An awards brochure will be available shortly with awards
categories and criteria. |
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| All
nominations must be received by
1700hrs, Friday 30th August 2002. |
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| This
awards event aims to recognise and reward the efforts
of our many call centre professionals in Hong Kong. Nominate
a deserving organisation or your own efforts and be recognized
today! |
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Awards will be presented at the Awards Gala Evening on
31st October 2002 at the Conrad Hotel to acknowledge and
celebrate the best performers in Hong Kong' s call centre
industry. |
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| The
Briefing Session on the Call Centre Awards will be organised
on 6 September 2002. |
Click here for more information |
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| More
News From the Call Centre Sector |
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3rd
Annual Customer Relationship Management
Asia Conference in Singapore
25-28 Aug 02 by Frost & Sullivan
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visit the web-site:http://conferences.frost.com/RMA |
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Performance
Coaching and Efficient Call Centre Operations
Advanced skills for developing call and contact centre
employees
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16th
& 17th September Conrad International Hong Kong
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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. |
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| Event
Site: www.marcusevanssh.com
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| For
more information please contact: |
| Rachel
Guo |
| marcus
evans, China |
| rachelg@marcusevanssh.com |
| Tel:
8621 6391 5500 |
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