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背景 ??【Background】

? ? ? ??中國(guó)呼叫中心產(chǎn)業(yè)經(jīng)過(guò)二十多年的發(fā)展，已經(jīng)初具規(guī)模，經(jīng)過(guò)萌芽階段、快速發(fā)展階段，正朝著未來(lái)廣闊階段邁進(jìn)。伴隨著社會(huì)濟(jì)、信息技術(shù)、客戶(hù)行為的快速發(fā)展，呼叫行業(yè)呈現(xiàn)出明顯的階段性特征，國(guó)內(nèi)大型呼叫中心應(yīng)該適應(yīng)這種發(fā)展趨勢(shì)，朝著全渠道融合、智能互動(dòng)、精準(zhǔn)增值型方向努力。未來(lái)中國(guó)呼叫中心產(chǎn)業(yè)發(fā)展的驅(qū)動(dòng)力是人員管理與技術(shù)智能化的融合。隨著貿(mào)易、商務(wù)等活動(dòng)的進(jìn)一步發(fā)展，中國(guó)呼叫中心由簡(jiǎn)單的合作發(fā)展到建立戰(zhàn)略伙伴關(guān)系延伸，外包呼叫中心的范圍和焦點(diǎn)也隨之改變。與此同時(shí)，全國(guó)范圍內(nèi)呼叫中心產(chǎn)業(yè)正從高成本地區(qū)轉(zhuǎn)移至低成本地區(qū)，移動(dòng)互聯(lián)網(wǎng)趨勢(shì)下的智能化AI技術(shù)的興起，使得呼叫中心產(chǎn)業(yè)面臨了前所未有的機(jī)遇和挑戰(zhàn)。

? ? ? ??為了促進(jìn)中國(guó)呼叫產(chǎn)業(yè)的發(fā)展，助力國(guó)內(nèi)呼叫企業(yè)走向世界，中國(guó)電子商會(huì)呼叫中心與客戶(hù)關(guān)系管理專(zhuān)業(yè)委員會(huì)（CNCCA)決定于9月13-14日在中國(guó)北京世紀(jì)金源大酒店舉辦“2018年第十四屆呼叫中心”產(chǎn)業(yè)國(guó)際領(lǐng)航者峰會(huì)暨年度頒獎(jiǎng)典禮。

After more than 20 years of development, China's call center industry has begun to take shape. After the initial stage and rapid development stage, China is moving towards a broad stage in the future. Along with social economy, the rapid development of information technology, customer behavior, call industry presents the obvious stage characteristics, large domestic call center should adapt to the development trend, towards the whole channel integration of value-added, intelligent interactive, accurate direction. The driving force for the future development of China's call center industry is the integration of personnel management and technology intelligence. With trade, the further development of the business activities, the Chinese call center has developed from a simple cooperation to establish strategic partnership, the scope and focus of outsourcing call center also changed. Meanwhile, the call center industry across the country are moving from high cost to low cost regions, the rise of mobile Internet under the trend of intelligent AI technology, made the call center industry is facing unprecedented opportunities and challenges.

In order to promote the development of China's call industry, power call for domestic enterprises to the world, China electronic chamber of commerce in the call center and customer relationship management (CNCCA) professional committee decided on September 13 to 14 century jin yuan hotel in Beijing, China held "in 2018, the 14th the call center industry international leader summit and the annual awards ceremony.

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組織機(jī)構(gòu) ??【Organizing Committee】

主 辦 方： ????中國(guó)電子商會(huì)呼叫中心與客戶(hù)關(guān)系管理專(zhuān)業(yè)委員會(huì) （CNCCA）

指導(dǎo)單位：? ?大中華區(qū)客戶(hù)中心聯(lián)盟 （GCCA）?????????????

承辦單位：? ?北京易訓(xùn)天下咨詢(xún)服務(wù)有限公司

呼?叫?中?心?培?訓(xùn)?網(wǎng)

Organizers : ??China Electronics Chamber of Commerce(GCCA)

Guidance ?: ??Greater China Customer Center Alliance

Undertaker： ?Beijing yixun tianxia consulting service co. LTD

Call center training network

會(huì)議議程 ??【Organizing Committee】?

會(huì)議主題：呼叫引領(lǐng)市場(chǎng)、數(shù)字智慧未來(lái)

會(huì)議時(shí)間：2018年9月13-14日

會(huì)議地點(diǎn)：世紀(jì)金源大酒店

會(huì)議規(guī)模：800人

Conference theme: ??call leads the market, digital wisdom future

Meeting time: ???????September 13-14, 2018

Conference venue: ???century jinyuan hotel

Conference scale: ????800 people

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會(huì)議亮點(diǎn) ?【Meeting Highlights】

1) ?高規(guī)格

? ? ? ??本屆峰會(huì)將邀請(qǐng)來(lái)自中國(guó)、中國(guó)香港、中國(guó)臺(tái)灣、泰國(guó)、韓國(guó)、菲律賓、馬來(lái)西亞、新加坡、澳洲、新西蘭、印尼、日本等10幾個(gè)國(guó)家和地區(qū)的行業(yè)領(lǐng)域領(lǐng)軍企業(yè)、行業(yè)領(lǐng)袖、專(zhuān)家學(xué)者等代表，以及國(guó)內(nèi)不同企業(yè)的高端運(yùn)營(yíng)者或權(quán)威專(zhuān)家，對(duì)“數(shù)字”+“智慧“大局勢(shì)下的熱點(diǎn)話題進(jìn)行深入交流。

2)??高品質(zhì)

? ? ? ??本屆峰會(huì)定向邀約國(guó)內(nèi)外上千家企業(yè)代表出席，大會(huì)人員規(guī)模1000人以?xún)?nèi)，同時(shí)特邀到國(guó)內(nèi)大型知名軟、硬件商、BPO企業(yè)等企事業(yè)人士。

3)??高榮耀

? ? ? ??為中國(guó)特色與國(guó)際多元化行業(yè)水平深度融合，樹(shù)立卓越行業(yè)典范，表彰在呼叫中心領(lǐng)域成就超卓、貢獻(xiàn)突出的單位及個(gè)人，充分發(fā)揮行業(yè)領(lǐng)袖作用；深度激發(fā)行業(yè)上下游優(yōu)秀企業(yè)和品牌，引導(dǎo)行業(yè)跨界融合健康持續(xù)發(fā)展；增加行業(yè)軟實(shí)力，提高“中國(guó)呼叫中心行業(yè)”綜合競(jìng)爭(zhēng)力。將年度評(píng)選活動(dòng)打造成中國(guó)大陸呼叫中心領(lǐng)域最具價(jià)值和影響力的獎(jiǎng)項(xiàng)暨頒獎(jiǎng)陣容。

? ? ??1) ?High specification. The summit will invite from China, China Hong Kong, China Taiwan, Thailand, South Korea, the Philippines, Malaysia, Singapore, Australia, New Zealand, Indonesia, Japan, more than 10 countries and regions in the field of industry leading enterprises, industry leaders, experts and scholars, such as representative, and domestic high-end operators or authority experts of different enterprises, the "number" + "wisdom" big situation of hot topics for further communication.

? ? ??2） High quality. This summit sent letters to thousands of enterprises at home and abroad, and the number of participants in the conference was less than 1000.

? ? ??3） High honor. For Chinese characteristics and international diversification level depth fusion, sets up the outstanding business model, for excellence achievement and contribution in the field of call center unit and individual, give full play to their role as the industry leader. Deeply inspire superior and inferior enterprises and brands in the industry, and guide the healthy and sustainable development of cross-border integration. We will increase the industry's soft power and improve the overall competitiveness of China's call center industry. Make the annual selection the most valuable and influential award and award team in the field of call center in mainland China.

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會(huì)議收獲??【Conference outcomes】

1、宏觀視角：

深入剖析中國(guó)呼叫中心產(chǎn)業(yè)前世今生;

中國(guó)呼叫中心市場(chǎng)的需求潛力分析;

國(guó)際托管呼叫中心市場(chǎng)前景預(yù)測(cè);

國(guó)際呼叫中心產(chǎn)業(yè)未來(lái)趨向分析;

未來(lái)中國(guó)呼叫中心產(chǎn)業(yè)發(fā)展的驅(qū)動(dòng)力;

全球呼叫中心由簡(jiǎn)單的合作發(fā)展到建立戰(zhàn)略伙伴關(guān)系解析;

全球范圍內(nèi)呼叫中心產(chǎn)業(yè)正從高成本地區(qū)轉(zhuǎn)移至低成本地區(qū);

移動(dòng)互聯(lián)網(wǎng)的興起使得呼叫中產(chǎn)業(yè)面臨了前所未有的機(jī)遇和挑戰(zhàn)。

2、微觀視角：

細(xì)品行業(yè)權(quán)威，把握呼叫中心領(lǐng)域領(lǐng)先的管理技術(shù)及經(jīng)驗(yàn)；

前沿市場(chǎng)動(dòng)態(tài)，緊扣行業(yè)發(fā)展脈搏，精準(zhǔn)把控呼叫中心管理新理念；

領(lǐng)軍企業(yè)將作做為標(biāo)桿企業(yè)參與日后交流學(xué)習(xí)，樹(shù)立行業(yè)標(biāo)桿地位；

把握機(jī)會(huì)，擴(kuò)大人際圈，結(jié)識(shí)行業(yè)內(nèi)高級(jí)領(lǐng)導(dǎo)及高層管理。

1. Macro perspective:

Brief discussion on the past and present life of China's call center industry;

Demand potential analysis of China call center market;

International managed call center market outlook forecast;

Future trend analysis of international call center industry;

Driving force for the future development of China's call center industry;

Global call center develops from simple cooperation to strategic partnership analysis.

The global call center industry is shifting from high-cost to low-cost locations.

The rise of the mobile Internet has brought unprecedented opportunities and challenges to the calling industry.

2. Micro perspective:

Fine quality industry authority, grasp the leading management technology and experience in the field of call center;

The frontier market dynamic, closely follows the industry development pulse, accurately controls the call center management new concept;

As a benchmark, leading enterprises will participate in future exchange and learning, and establish a benchmark position in the industry.

Seize opportunities, expand your network, and get to know senior leaders and senior management in the industry.

主辦單位介紹??【Introduction of the organizer】

中國(guó)電子商會(huì)呼叫中心與客戶(hù)關(guān)系管理專(zhuān)業(yè)委員會(huì)（CNCCA）

網(wǎng)? 址：www.cecc-cncca.o?rg.cn? ? ???

? ? ? ??中國(guó)電子商會(huì)呼叫中心與客戶(hù)關(guān)系管理專(zhuān)業(yè)委員會(huì)（China Call-Center & CRM Association簡(jiǎn)稱(chēng)CNCCA），由全國(guó)從事與呼叫中心及客戶(hù)關(guān)系管理，電話客戶(hù)服務(wù)相關(guān)業(yè)務(wù)的運(yùn)營(yíng)商、制造商、供應(yīng)商、用戶(hù)等單位以及一切關(guān)心和推動(dòng)中國(guó)呼叫中心和客戶(hù)關(guān)系管理事業(yè)發(fā)展的企事業(yè)單位和社會(huì)各界人士自愿組成。? ?

? ? ? ??協(xié)會(huì)隸屬于工信部，由中國(guó)電子商會(huì)管理。是呼叫中心行業(yè)唯一經(jīng)中國(guó)民政部批準(zhǔn)成立的呼叫中心與客戶(hù)關(guān)系管理領(lǐng)域的行業(yè)協(xié)會(huì)。是一個(gè)非盈利性的行業(yè)組織。協(xié)會(huì)每年通過(guò)組織研討、培訓(xùn)、展示、參觀、訪問(wèn)等各種形式的活動(dòng)，為廣大會(huì)員提供一個(gè)積極的交流平臺(tái)，并幫助會(huì)員不斷了解和更新相關(guān)的管理實(shí)踐和技術(shù)手段，以提高企業(yè)的運(yùn)營(yíng)和服務(wù)質(zhì)量。同時(shí)通過(guò)組織進(jìn)行業(yè)內(nèi)權(quán)威的國(guó)家年度評(píng)獎(jiǎng)，促進(jìn)會(huì)員間的良性競(jìng)爭(zhēng)，樹(shù)立行業(yè)形象

呼叫中心培訓(xùn)網(wǎng)

CALLCENTER TRAINING NETWORK? ? ? ?

網(wǎng) ?址：www.al46.cn? ? ? ?

? ? ? ??呼叫中心培訓(xùn)網(wǎng)隸屬于北京易訓(xùn)天下咨詢(xún)服務(wù)有限公司，是國(guó)內(nèi)最早從事呼叫中心行業(yè)培訓(xùn)咨詢(xún)的專(zhuān)業(yè)機(jī)構(gòu)，擁有十年呼叫中心專(zhuān)業(yè)咨詢(xún)服務(wù)經(jīng)驗(yàn)，被評(píng)為中國(guó)呼叫中心行業(yè)最具影響力的專(zhuān)業(yè)性咨詢(xún)服務(wù)機(jī)構(gòu)。? ? ? ?

? ? ? ??呼叫中心培訓(xùn)網(wǎng)專(zhuān)注呼叫中心企業(yè)培訓(xùn)與咨詢(xún)，致力于幫助呼叫中心企業(yè)與個(gè)人獲得成功所必備的行業(yè)管理知識(shí)、技巧、體系。憑借專(zhuān)業(yè)的課程和優(yōu)質(zhì)的服務(wù)，?贏得了客戶(hù)的信賴(lài)，領(lǐng)跑于中國(guó)呼叫中心培訓(xùn)業(yè)。同時(shí)通過(guò)系列論壇、沙龍、精英研討、學(xué)歷及技能教育等形式促進(jìn)業(yè)界人才的學(xué)習(xí)和企業(yè)的成長(zhǎng)。? ??

? ? ? ??目前已有1300余家跨國(guó)公司、世界五百?gòu)?qiáng)和國(guó)內(nèi)優(yōu)秀企業(yè)選擇培訓(xùn)網(wǎng)，其中68家在華世界五百?gòu)?qiáng)企業(yè)指定呼叫中心培訓(xùn)網(wǎng)為長(zhǎng)期培訓(xùn)供應(yīng)商。并且包括國(guó)家廣電總局、國(guó)家氣象局、國(guó)家海關(guān)、首信集團(tuán)等28家國(guó)家機(jī)構(gòu)也指定呼叫中心培訓(xùn)網(wǎng)為長(zhǎng)期培訓(xùn)供應(yīng)商。

聯(lián)系方式【 Contact information】

? ? ? ??聯(lián)系人：何 平

? ? ? ??電 ?話：010-82794120

? ? ? ??手 ?機(jī)：18511056261

? ? ? ? ?E-mail: heping2018@vip.163.com

? ? ? ??地 ?址：北京市海淀區(qū)信息路甲28號(hào)科實(shí)大廈A座7層