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Hong Kong Certified Contact Center Manager (CCCM) Certification Program 1-2 March 2018

Asia Pacific Customer Service Consortium

Thursday, 1 March 2018 at 09:00 - Friday, 2 March 2018 at 17:00 (Indochina Time Thailand Time)

Hong Kong Certified Contact Center Manager (CCCM)...

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Type End Quantity
CCCM Training Course 1 Mar 2018 Free  

Share Hong Kong Certified Contact Center Manager (CCCM) Certification Program 1-2 March 2018

Event Details

Certified Contact Center by Browser AdBlocker" rel="nofollow"> Manager (CCCM)

This two-day CCCM course is hosted by Asia Pacific Customer by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#64588245"> Service Consortium. This two-day course will cover the basic and advanced topics in Contact Center by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#98405206"> Management that enable the participants to increase their awareness and knowledge of the latest development of Contact Center in terms of technology as well as by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#47932413"> management concept. Contact Center by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#12402563"> Managers will also learn how to develop appropriate plans to integrate the Contact Center within the organization and bring new insights, set visions and lead Contact Center teams. Whether implementing a new Contact Center or rejuvenating an existing one, participants will be prepared for the challenges.

  • Ø  Bangkok August 27-28 2015 (English)

 Featuring international facilitator:

 Jason Chu- Founding Chairman, Asia Pacific Customer by Browser AdBlocker" rel="nofollow"> Service Consortium (APCSC)

Judging Panel and Organizing Committee Member, Customer Relationship Excellence Awards 


About your expert course facilitator

Mr. Jason Chu is the Founding Chairman of Asia Pacific Customer by Browser AdBlocker" rel="nofollow"> Service Consortium (APCSC), the judging panel and organizing committee of the international Customer Relationship Excellence Awards (CRE Awards).
 
Jason collaborates with industry experts and major university researchers to consult and research on key aspects of Customer Satisfaction and Loyalty. Jointly with researchers in the University of Hong Kong and the members of APCSC and HKCSC. Mr. Chu has led the consortium effort in developing the Customer by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#73618657"> Service Quality Standard (CSQS) in setting international by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#30753200"> standards and world class framework for by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#88729402"> service organizations. He is the pioneer of innovative customer by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#95601758"> service research including eSurvey on by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#68753373"> Internet Banking, Securities and by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#72731001"> Travel Services, Best-in-Class (BIC) CRM by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#9846781"> Service enchmarking in Asia Pacific, Customer Satisfaction and Aspiration by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#38418294"> Survey and other international standards in Asia, Australia, China and the United States.
 
Mr. Chu is the Industry Visionary to build a Global Certification with international bodies in the USA, Australia, China and other countries for the Customer by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#53643687"> Service and Support Industry to develop professionalism and by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#67639145"> career development for the customer by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#72890146"> service industry, recently the Certificate in Customer Service by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#80295131"> Management (CCSM), Certificate in Service Excellence Leadership (CSEL) and Certificate in Professional Customer Service (CPCS) recognized by the Continuous by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#16218570"> Education Fund (CEF) by Hong Kong SAR Government.
 
He by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#12765238"> received his BS and MS degrees in Industrial Engineering and Operations Research from the University of California, Berkeley. He is a speaker of high demand at conferences and workshops to senior executives on developing customer focused organizations and building Customer Relationship Excellence Strategy and customer loyalty.

by Browser AdBlocker" rel="nofollow">Benefitsof attending this by Browser AdBlocker" rel="nofollow"> training:

 


Essential Topics

 

Day 1

Day 2

Session One

w  Difference between reactive and pro-active Service Centers

w   by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#70677818"> Managementstyle and impact

w  Maximize potential in your working environment

w  Different company culture and how to deal with them

w  Corporate culture, SLA and SLM

w  Staffing models and workforce by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#23020289"> management

w  Group Exercise and Practical Case Studies

 

Session Two

w  Myths of customer satisfaction, retention and loyalty and the relationship to business by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#92083362"> results

w  Determine Satisfaction & Performance Attributes that matters

w  Customer Satisfaction Improvement Initiatives

w  Develop effective customer service initiatives

w  New model of complaint handling to improve customer relations

w  Group Exercise and Practical Case Studies

 

Session Three

w  The by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#38454890"> Return On Investment of CRM and Loyalty

w  Concept of CRM and the challenges

w  Measure Customer Success and Performance

w  Develop robust CRM Stages and customer segmentation

w  Seven critical steps for successful CRM project by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#4731950"> management

w  Loyalty marketing by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#87912216"> programs

w  Group Exercise and Practical Case Studies

 

Session Four

w  Value proposition of CRM Technology

w  Today’s CRM and Contact Center technology

w  Develop and Use Technology/Vendor assessment by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#90848516"> form

w  Different criteria in selecting and by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#63912524"> managing technologies

w  Group Exercise and Practical Case Studies

 

"Customer Relationship by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#69589073"> Management is the most valuable topic to me. The instructor is knowledgeable and his experience in Customer Service is the most effective to me."

Safuan Idris, Senior Consultant, SIRIM Berhad, Malaysia

Session Five

w   by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#51485361"> Managingsecurity in a Service/ Contact Center

w  Prepare a Business Contingency and Disaster Recovery by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#37681453"> Plan

w   by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#39144409"> Computersecurity and by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#3734407"> access reports

w  Personal data and customer privacy protection

w  Develop and Implement a disaster recovery plan

w  Group Exercise and Practical Case Studies

 

Session Six

w  Learn the best practices and behavioral analysis for Contact Center by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#7614738"> recruitment

w  Develop a hiring strategy and assess the staffing needs

w  Develop and train your Contact Center professionals effectively

w  Group Exercise and Practical Case Studies

 

Session Seven

w  Importance of performance by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#94669588"> management

w  Different kinds of performance measurement

w  Recognize and by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#67487236"> reward

w  Most important key by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#83867635"> success factors for continuous staff motivation

w  Monitor and coach your staff

w  Group Exercise and Practical Case Studies

 

Session Eight

w  Define the cost, value and revenue of Service/Contact Center

w  Quantify your Service/Contact Center costs

w  Maintain an by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#42821446"> accounting system

w  Place the value on your Service/Contact Center

w  Develop a business model to drive revenue of your services

 

Session Nine

w  Competencies of a Contact Center by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#33334218"> Manager

w  Good provisions for a Contact Center

w  Communicate effectively with other departments

w  Recognise the difference between by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#8412982"> managers and leaders

w  Market your Service/Contact Center

w  Leadership and by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#80603871"> Managing a Business Unit

w  Group Exercise and Practical Case Studies

 “In the CCSM course, by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#3421299"> Manage the by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#34080058"> Business Unit is the most valuable topic to me. The instructor is good at inspiring students’ thinking and mindset”

Cheung Ching Yeung, Senior Area by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#65005639"> Manager,

Hong Yip by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#9791427"> Service Co., Ltd

     

Who should attend:

Suitable for all levels of staff from Directors to Supervisors involved with CRM, Customer by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#19951639"> Services, by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#67892398"> Sales and by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#66494024"> Marketing, Operations, Quality, HR, IT, HelpDesk. Prior knowledge of CRM and Customer by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#78184922"> Service Center is an advantage but not essential.

In-House by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#74497426"> Training Solutions:

 

If you have a number of delegates with similar by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#88385111"> training needs, then you may wish to consider having an In-House by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#65820165"> Training solution delivered locally on-site. Course can be tailored to specific requirements.
For further details, please use the contact by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#91354532"> information given on the last page of this brochure.

by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#37971068"> ProgramSchedule Day one to four:

 

08:30 by Browser AdBlocker" rel="nofollow"> by Browser AdBlocker" href="#23705766"> Registration and coffee
09:00 Morning session commences
10:30 Morning refreshments and networking break
11:00 Morning session re-commences
12:45 Networking luncheon
14:00 Afternoon session commences
15:45 Afternoon session refreshments & networking break
16:15 Afternoon session re-commences
18:00 Course concludes

Pre-course ques

Do you have questions about Hong Kong Certified Contact Center Manager (CCCM) Certification Program 1-2 March 2018? Contact Asia Pacific Customer Service Consortium

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When & Where


Bangkok

Bangkok
Thailand

Thursday, 1 March 2018 at 09:00 - Friday, 2 March 2018 at 17:00 (Indochina Time Thailand Time)


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Organiser

Asia Pacific Customer Service Consortium

Asia Pacific Customer Service Consortium (APCSC) is founded with the belief of “Customer Relationship Excellence is the only way to Sharpen your Competitive Edge!” The goal of the Consortium is to promote service quality and customer relationship excellence in international cities across Asia Pacific Region and to recognize and reward companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve. APCSC jointly offers the most recognized global certifications for CRM, Customer Service, Contact Center, Support Services with global education partners and international membership organizations to set Standards World-Wide.

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Hong Kong Certified Contact Center Manager (CCCM) Certification Program 1-2 March 2018
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