Overview According to Callcenters.net’s 11th “2008 annual report of Asia contact center industry benchmarks” China’s contact center industry’s 19% growth rate ranks it first in Asia-Pacific. It also predicted at least 20% increase in the number of China’s contact centers 2009. As China’s consumers demand better products and services, customer service is moving up the corporate agenda to develop long term customer relationships. Developing effective contact centers is essential to create value internally and externally to retain both your customers and your front line agents. Meet your peers, gain from practical case studies and find solutions for your current and future needs at this event: Key benefits of attending: • Transform your contact center from cost center to profit center • Build your brand and customer loyalty through excellent customer service • Create a high performance work culture in your contact center • Brainstorm innovative best practices to enhance your contact center • Improve your front-line service by inspiring employee engagement • Assess the latest technologies to help your contact center gain business advantage • Upgrade your contact center by optimizing service, cost and time • Understand and align the role of contact centers in Corporate Social Responsibility Featuring industry experts: • An Xin, Director of Customer Service Center, China Netcom Group Guangdong Branch • Chris Knop, Director of Customer Contact Centers, Shangri-La Hotels & Resorts • David Lan, Customer Service & Support Operation Director, Fuji Xerox • Dr. Li BauMin, Chairman, 95teleweb • Dr. Xu Fang, Professor, School of Labor Relations and Human Resources, Ren Min University of China, Deputy District Governor, Beijing MiYun • Eijiro Yamashita, Chairman, CEO & President, Wecosmos • Jack Wang, General Manager, Digital China • James Zhao, Chairman, China Call-Center & CRM Association (CNCCA), Ministry of Information Industry Call Center Official Standard (MIICCOS) • Sidney Yuen, Chairman, Hong Kong Call Center Association (HKCCA) • Sun Yuan, Call Center Senior Director, eLong.com • Yako Yan, Chairman, China Call Center & BPO Association • Zhang Long, Executive Deputy GM, China Merchants Bank Contacts: PLUS!! Post conference activities on 26 June 2008 9am - 12pm Half Day Workshop Integrating your call center for better customer service and customer satisfaction 2pm - 5pm Site Tour to Contact Center Wecosmos Interactive Organised by Media Partners

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