Capitalizing on the Accelerated Pace of Global Businesses Outsourcing Services
NANTONG, CHINA, 10-11 MARCH 2011 – With the accelerated pace of global businesses' outsourcing services to developing countries, the Chinese government has realized the importance of "China's Service". The call center outsourcing industry has arrived at its golden period, and more and more local governments are currently constructing call center bases.
Organized by Noppen and supported by Nantong Bureau of Commerce and CC-CMM, the 2nd China Call Center Excellence Summit 2011 was held in Nantong city, soon to be China's "Call Center City", on the 10-11 March 2011. At the summit over 100 senior officials, presidents, directors, and technical directors from government bodies and industry associations, came together with top-level executives, CRM directors and HR presidents from world famous enterprises both at home and abroad. Experts and industry leaders discussed global service outsourcing trends, the newest industrial policies and technologies for China call center construction, operation and management and aimed to find the best solution providers.
Zhou Lingqiang, Deputy Director, Nantong Bureau of Commerce opened the conference on day one and presented the audience with an overview of Nantong call center industry development and the status of the Call Center City construction. His speech also illustrated the investment environment of the call center industry in Nantong. Mr. Zhao Xi, Chairman of CC-CMM Organization and Founder and President of CCM World Group was Chairman of the summit. Mr. Zhao was presented with a CCC Special Award in 2010 and inducted into the Call Center Hall of Fame. During the two day conference, Mr. Zhao made excellent comments on each speaker and he also shared his own experience on the latest technology applications and tools in the call center industry. Mead Johnson Nutrition (China) Ltd“Professional conference, rich in content, acquired a lot of new information. Hope to attend such a conference again in the future. ” Key speaker at the event was Mr. Sidney Yuen, the Chairman of Asia Pacific Contact Center Association Leaders who made a speech on the top trends in call center industry development in the Asia Pacific region and the implications. These trends help customer service centers to change their customer care strategies and call center technologies for future development. Mr. Yuen is a highly experienced facilitator and change-agent across a variety of industries including government and non profits, financial services, manufacturing, healthcare, technology and consulting. He has been conducting business across the Asia Pacific region for over 20 years. Another key speaker was Mr. Jack Yao, Director of Tencent Production Center. He presented on ‘Crossing the Digital Divide--Strategies for Survival in the Internet Era’. Mr. Yao joined Tencent in 2007 having previously worked for MSN. Nantong Gome Co Ltd“The event presented new ideas about the operation of call centers, was very meaningful. ”
There were many valuable technology updates revealed at the event. ANHUI USTC iFLYTEK Co Ltd presented on the application value of new generation intelligent voice technology to the call center industry. Huang Jian, Senior Consultant of Alcatel-Lucent gave an excellent speech on the next generation of financial customer service and active sales-dynamic customer convergence. Michael Zhao from Verint spoke about the impact of 360 WFO and the future of contact centers. In addition, EHANGCOM Inc partners ChannelSOFT and Infobird spoke about multimedia call center deployment based on the cloud concept. Nantong Gome Co Ltd “It's a very good forum, combining technology and business, worth attending!” In addition to the most prominent speakers, there were many excellent speeches that received a welcome response from the delegates. These included Mr. Yao Wenzhe, Director of Experian Digital Marketing China, who was the only one to talk about data quality management. His presentation showed customer care managers a new way to manage and update their customer database in the future. Tan Ning, Customer Service Support Director of Shandong Call Center Industry (Weifang) Base shared with us how to construct a professional contact center city or industrial park. Ms. Tan has been engaged in call center operation management for more than 10 years, and is very experienced in practical call center operation. Ctrip “Speaker's presentations were well prepared; hope the event is organized again.”
Other notable speakers came from ASK Group China, An-Bang Insurance Group, Fudan University, Teleopti AB, Beijing Datang Telecom Convergence Communications Technology Co Ltd and Devott Co Ltd (Former Chinasourcing). Wyeth Nutrition Co Ltd“Excellent organizer, Noppen performed very well and the event made a great contribution to the industry.” Noppen would like to express special thanks to the 2nd China Call Center Excellence Summit 2011 sponsors; Alcatel Lucent, EHANGCOM, Verint, iFLYTEK, Rsupport and Hundsun for their meaningful contribution to the event. Beijing Datang Telecom Convergence Communications Technology Co Ltd“Thanks for providing us with a platform for networking, was very valuable.”