Hong Kong Certified Contact Center Manager (CCCM) Certification Program 30-...

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Certified Contact Center Manager (CCCM)

This two-day CCCM course is hosted by Asia Pacific Customer Service Consortium. This two-day course will cover the basic and advanced topics in Contact Center 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 management concept. Contact Center 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.

  • Hong Kong 30-31 May 2019 (English)

Fee: FREE for Corporate Member, HKD8,800 for non-member, including Lunch, Training manual and Service charge

For formal registration, please download the registration form and email back to us at

Featuring international facilitator:

Jason Chu- Founding Chairman, Asia Pacific Customer 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 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 Service Quality Standard (CSQS) in setting international standards and world class framework fororganizations. He is the pioneer of innovative customer service research including eSurvey on Internet Banking, Securities and TravelServices, Best-in-Class (BIC) CRM Service enchmarking in Asia Pacific, Customer Satisfaction and Aspiration 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 Service and Support Industry to develop professionalism and career development;for the customer service industry, recently the Certificate in Customer Service Management (CCSM), Certificate in Service Excellence Leadership (CSEL) and Certificate in Professional Customer Service (CPCS) recognized by the Continuous Education Fund (CEF) by Hong Kong SAR Government.
He 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.

Benefits of attending this training:

  • Developappropriate to integrate Service Center within the organization
  • Elevate customer care and professionalism at the Service Center and exceeding customer expectations through KPI Measurement
  • Share knowledge through Peer-to-Peer consulting opportunities and exercises to gain more insights and visions towards CS excellence
  • Improve customer loyalty and enhancing customer satisfaction by linking performance measures to customer satisfaction
  • Provide techniques on data preparation and presentation to management for extensive CS performance reporting
  • Understand and Apply auditing techniques used in CS and contact centers and to ensure CSQS are effectively implemented
  • Achieve internationally endorsed and recognized Certificate in CS Management, bringing higher prospect to career development

Essential Topics

  • Service Center Analysis
  • Quality Assurance
  • CSQS /Site Audit
  • Process Improvement
  • Problem Solving
  • Best-in-Class CRM Benchmarking
  • CS Statistics and Numbers
  • Knowledge Management
  • Strategic Partner to Business
  • World-Class Service Excellence
  • Managing Operation Excellence
  • Managing CRM
  • Managing Customer Satisfaction
  • Managing Technology
  • Managing People & Performance
  • Managing Finance
  • Managing Strategic Business Unit

Day 1

Day 2

Session One

Managing Operations

wDifference between reactive and pro-activeServiceCenters

w Management style 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 management

w Group Exercise and Practical Case Studies

Session Two

Managing Customer Satisfaction

w Myths of customer satisfaction, retention and loyalty and the relationship to business 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

Customer Relationship Management(CRM)

w The 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 projec management

w Loyalty marketing 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 form

w Different criteria in selecting and managing technologies

w Group Exercise and Practical Case Studies

"Customer Relationship 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

Managing Security & Disaster Recovery Plan

w Managing security in a Service/ Contact Center

w Prepare a Business Contingency and Disaster Recovery Plan

w Computer security and 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

Managing People

w Learn the best practices and behavioral analysis for Contact Center 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

Managing Performance

w Importance of performance management

w Different kinds of performance measurement

w Recognize and reward

w Most important key success factors for continuous staff motivation

w Monitor and coach your staff

w Group Exercise and Practical Case Studies

Session Eight

Managing Finance

Contact:Alan Poon (852)21741428


QQ: 2303712688

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