Customer Relationship Excellence &

Customer Service Quality Standard

2012 Asia Pacific Leadership Summit

&

CEO Luncheon Forum 2012 June 13-14

Chairman’s MessageChairman’s MessageChairman’s MessageChairman’s Message

The APCSC Customer Relationship Excellence (CRE) and Customer Service Quality Standard (CSQS) Leadership Summit is an International Conference for leading companies to exhibit and showcase Customer Service and CRM related best practices, success stories, technologies, as well as keynote presentations by honorable guests of APCSC, industry leaders and experts of the Leadership Community.

Presentations from the Winners of the CRE Awards will be given, covering customer relationship best practices. Award winning companies from different service and technology sectors will showcase their service innovations and customer loyalty successes.

The goal of the Leadership Summit is to provide an International Platform for effective knowledge sharing and exemplary customer success leadership and show case for WORLD-CLASS service quality and Customer Relationship Excellence. The Leadership Summit is interactive. Conference participants, including attendees, speakers, sponsors and exhibitors will have opportunities to share experience, knowledge and networking to establish close partnership in this Customer Relationship Excellence Leadership Community.

Through the Leadership Summit and the Customer Relationship Excellence Awards, APCSC promotes Customer Relationship Excellence as a core business value in international cities across Asia Pacific and to recognize companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve.

Jason Chu Chairman, APCSC

Leadership Leadership Leadership Leadership Summit Agenda Summit Agenda Summit Agenda Summit Agenda –––– 2020202011112222 June June June June 13131313

Morning Session Theme: CRE Innovation & Integration

9:00 Registration and Morning Coffee

9:15 Summit Opening Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

9:30 Make Your Company Think Like a Customer Mr. Roger Yu, Partner- Management Consulting, Greater China, Accenture

10:00

Pioneering in the Direct Service Era and Advancing the Air Banking Development Ms. Xu Ziying, General Manager, Direct Banking Center of China Merchants Bank Co., Ltd. 招商銀行股份有限公司遠程銀行中心總經理招商銀行股份有限公司遠程銀行中心總經理招商銀行股份有限公司遠程銀行中心總經理招商銀行股份有限公司遠程銀行中心總經理 徐子穎女士徐子穎女士徐子穎女士徐子穎女士

10:30 Future Development on Enterprise Digital Marketing and Multi-Channel Service Strategy Mr. Eric Lee, Vice President, Digital Marketing, RHB Investment Bank Berhad

11:00 Tea Break at the Expo Exhibition

CEO Luncheon Forum Theme: Online/Offline CRM Service Innovation

People Site Certification and Best-in-Class Certification Presentation

11:30 Future Online/Offline Service Evolution and Implication from Japan Benchmarking Study Report Mr. Tatsumi Yamashita, CEO, HDI (Help Desk Institution) Japan

12:00 Certification Presentation & Networking Luncheon

13:00 Global CRM & Customer Loyalty Management Innovation & Integration Mr. Stephen Wong, Director and General Manager, Asia Miles Limited, Cathay Pacific Airways

13:30 CEO Forum: Total Customer Loyalty Management for Sustainable Growth

Afternoon Session Theme: Customer Contact Center Service Innovation

14:15 Unifying Different Cultures and Delivering World-Class Customer Service at the Touch of Your Fingertips Ms. Malou Caluza, Chief of Network Services, QNet Limited

14:40

One Knowledgebase, any channel, anywhere: ‘the Holy Grail of successful multichannel service’ Mr. Olivier Njamfa, President & CEO, Eptica UK

15:10 Tea Break at the Expo Exhibition

15:40 Talent Strategy in Contact Center & BPO Business Mr. Mike Mi, Founder, China Call Center & CRM Association (CNCCA)

16:05 Roundtable Panel Discussion: Contact Center Marketing, Service and Support Leadership

16:45 Evaluation Form & Lucky Draw

17:00 End of Day 1

LeadersLeadersLeadersLeadership hip hip hip SummitSummitSummitSummit Agenda Agenda Agenda Agenda –––– 2020202011112222 June June June June 14141414

Morning Session Theme: Digital, Social, Mobile Innovation for CRE

9:00 Registration & Morning Coffee

9:15 Summit Opening Mr. Jason Chu, Chairman, Asia Pacific Customer Service Consortium

9:30 Activating National Innovative Competitiveness Mr. Eric Cheng, Head of China ICT, Finpro - Finland Trade Center

10:00 The new era of CRM: Social Media and Mobile Platform Mr. Charles Mok, Founding Chair, Internet Society Hong Kong

10:30 Virtualizing Business Development & Customer Service Mr. Daniel Yen, CEO & Founder, Digital Marketing ROI Pte Ltd

11:00 Tea Break at the Expo Exhibition

CEO Luncheon Forum Theme: Knowledge Management Innovation & Integration

CSQS Certification & Expo Innovation Awards Presentation

11:30 Yahoo! Innovation Experience: Listen to the needs of Customers and Merchants Mr. Mark Liu, Director of eCommerce, Yahoo! Hong Kong

12:00 Networking Luncheon and Certification Presentation

13:00 Innovation and Integration of Knowledge Management for Productivity Enhancement Mrs. Agnes Mak, Executive Director, Hong Kong Productivity Council

13:30 CEO Forum: Knowledge & Service Leadership for Higher ROI

Afternoon Session Theme: Customer Engagement and Corporate Innovation for CRE

14:15

The Application of Innovation in Insurance Value Chain Mr. Gu Xiao Feng, Operation Director, China Pacific Life Insurance Co., Ltd. 中國太平洋人壽保險股份有限公司營運總監中國太平洋人壽保險股份有限公司營運總監中國太平洋人壽保險股份有限公司營運總監中國太平洋人壽保險股份有限公司營運總監 顧曉峰先生顧曉峰先生顧曉峰先生顧曉峰先生

14:40 People Engagement is what allow us to succeed Ms. Shirley Yeung, Director, Customer Relationship Management, CSL Limited

15:10 Tea Break at the Expo Exhibition

15:40 5 Stepping Stones to Customer Centricity Mr. Koert Breebaart, Senior Principal Value Engineering, SAP Asia Pte Ltd

16:05 Roundtable Panel Discussion: People Engagement and Corporate Innovation Improving Business Performance

16:45 Evaluation Form & Lucky Draw

17:00 End of Day 2

International International International International Leadership Leadership Leadership Leadership Summit Summit Summit Summit OrganizerOrganizerOrganizerOrganizer

APCSC & HKCSC are 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. Through the Customer Relationship Excellence Awards, APCSC promotes Customer Relationship

Excellence as a core business value in international cities across Asia Pacific and to recognize government bodies, companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve. Website: http://www.apcsc.com

InternationInternationInternationInternationalalalal Leadership Summit Leadership Summit Leadership Summit Leadership Summit SponsorsSponsorsSponsorsSponsors

Silver SponsorSilver SponsorSilver SponsorSilver Sponsorssss

Founded in November 2001, China Pacific Life Insurance Co.,

Ltd. (“CPIC Life”) is an affiliate specializing in life insurance under China Pacific Insurance (Group) Co., Ltd. Based in Shanghai, CPIC Life major performance indicators of the company take lead in the life insurance market in China. Sticking to the “customer demands-oriented” concept, CPIC Life meets various demands of customers through sustained innovation in products, channels, sales, and services. Besides, the company keeps on improving the customer service system, optimizing service contents, strengthening integrity building, and taking measures to make underwriting and settlement of claims transparent. With mode innovation and process remodeling in new technological application, it further improves operational automation and intelligence to enhance the customer experience. Website: http://www.cpic.com.cn

Continuous Technologies is a leading provider of business communications solutions. We help enterprises and government organizations crafting Unified Communications strategy. Our solutions connect customer requests from diverse media seamlessly into their workspace and workflow. While reducing costs and implementation risks, we enable SLA improvement and escalate organizations corporate image. Website: http://www.ctint.com

QNET is one of the world’s fastest-growing online shopping and business communities -- with over five million independent representatives and a growing base of customers around the world. Supported by an accredited world-class contact centre, a wide-reaching distribution network, advanced logistics systems and proprietary IT infrastructure, the company offers a trail-blazing entrepreneurial business opportunity and value-added lifestyle products. Website: http://www.qnet.net/

InternationalInternationalInternationalInternational Leader Leader Leader Leadership Summit ship Summit ship Summit ship Summit SponsorsSponsorsSponsorsSponsors

BronzeBronzeBronzeBronze Sponsor Sponsor Sponsor Sponsorssss

Accenture is a global management consulting, technology services and outsourcing company, with approximately 246,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$25.5 billion for the fiscal year ended Aug. 31, 2011. Website: http://www.accenture.com.

China Telecom (Hong Kong) International Ltd. is the operation center of China Telecom in the Asia-Pacific region and is also the integrated information hub between the Asia-Pacific region and the inland of China. China Telecom (Hong Kong) harnesses the global network resources and service platform to offer a one-stop service and comprehensive solution to connect China for Chinese enterprises which are developing overseas business and global enterprises which are developing business in China. Website: http://www.chinatelecom.com.hk

Eptica is the leading multilingual solution for Customer Interaction Management including customer Self-service for Websites, Social Media and Mobile, Email Management, Chat, Fax-Letter- SMS and Knowledge management for Customer Service. Available on premise or SaaS, Eptica software enables website and customer service channels to improve quality of service, resolve enquiries faster, reduce costs and maximize every sales opportunity. Today more than 370 customers, including some of the world’s largest brands, in 15 countries use Eptica. Website: http://www.eptica.com

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Ricoh is a global technology company specializing in office imaging equipment, production print solutions, document management systems and IT services. Headquartered in Tokyo, Ricoh Group, operates in more than 200 countries and regions. It is known for the quality of its technology, the exceptional standard of its customer service and sustainability initiatives. Website: http://www.ricoh.com.hk

International International International International EndorsersEndorsersEndorsersEndorsers, Media Partners, Media Partners, Media Partners, Media Partners and Supporting Organizations and Supporting Organizations and Supporting Organizations and Supporting Organizations

The Customer Service Institute of Australia (CSIA) is Australia’s peak customer service organisation and secretariat for the International Council of Customer Service Organisations. Founded in 1997, CSIA is dedicated to the professional development of organisations and individuals in the achievement of customer service excellence. Website: http://www.csia.com.au

HDI is the world's largest membership association for the service and support industry. Founded in 1989, HDI's mission is to lead and promote the customer service and technical support industry by empowering its members through access to timely and valuable industry information,

including reports and publications; encouraging member collaboration through events and forums; and establishing internationally recognized, standards-based industry certification and training programs. HDI has more than 50,000 members worldwide. Website: http://www.HDI-Japan.com

Founded in 1970, the Hong Kong Computer Society (HKCS), with over 8,000 members hail from the entire spectrum of HK’s IT community, is a well-recognised non-profit organisation focused on advancing the interests of Hong Kong's IT profession and industry. Website: http://www.hkcs.org.hk

The HKDMA was established to represent & promote the best practices of direct marketing principles; also serves to protect the

common interests of related trades and industries. The HKDMA conduct regular activities such as luncheons & seminars, networking events, newsletter and publications as educational and communication channels for industry practitioners. Website: http://www.hkdma.com

iProA is a non-profit making professional organization founded in December 1999. It represents over 2,600 professionals from Internet related industries, including CEOs and senior executives from leading information technology enterprises. Since 2004, voting members of

iProA who are degree holders with at least 4 years of working experience in ICT fields are eligible to register as individual voters of the IT Functional Constituency in Legco elections. Website: http://www.iproa.org

STARS Foundation is a non government organization based in Hong Kong. We assist scientists and researchers to commercialize their sustainable technologies. We provide three main services to our member companies: Consultation, Connections, Collaboration. Website: http://www.starsf.org

Taiwan Contact Center Development Association (TCCDA) focuses on Contact Center industry to provide “4Es”: Experience Sharing, Experience Learning, Employee Training, and Event

discussing. We host regularly the seminars and training programs to develop contact center knowledge in management, technique and marketing. Now, we have members from different industries such as telecommunication, insurance, banking, ITs, infomercial etc. We are not only connecting between Taiwan contact center resources, but also looking for foreign experiences to lead the industry. Website: http://www.tccda.org.tw

ACCB - Academy of Contact Centre and BPO is a unique learning and development business that specializes in the BPO and customer management industries. The Academy aims to be the lead organization, internationally, that promotes the qualification standard for the BPO sector. ACCB have joined forces with partners to create an end to end capability that can deliver a global learning, job benchmarking contact centre benchmarking and

development proposition. Website: http://www.cn-accb.org

Direct Marketing of Asia Limited - An Award Winning Multi-channel Direct Marketing Company provides Effective & High Return Mix Marketing and Promotion Solutions in the Asia Pacific Region, including Database Marketing, Exclusive

Household & Direct Delivery, CRM & Loyalty Marketing, Permission Based Email Marketing, Letter Preparation, Asia & China Direct Marketing and many others. Website: http://www.dm-asia.com

Avazu Inc. Avazu Inc. is an international digital advertising company with various business units dedicated to different channels within online advertising. We draw on several years of advertising experience with global companies including Rakuten, Microsoft, Google, Facebook, Yahoo etc. Avazu DSP

(demand-side platform) is a technology-driven business unit of Avazu, focusing on offering advertisers a one-stop solution for real-time and data-driven display advertising across all major ad exchanges and sell-side platforms worldwide. We are the one of the first demand-side platforms in Asia and one of the top audience targeting providers in Europe. Over one hundred of online media talents are working at Avazu to overturn traditional marketing prejudices through extensive usage of state-of-the-art technologies. Website: http://www.avazudsp.net

TechNow is an IT Tech online magazine owned by Zizsoft Limited providing IT solution since 2001 in Hong Kong. It is an online magazine network consists of TechNow, BeautyTalk, DoctorList and ArtReview. Website: http://www.technow.com.hk/

PurpleClick Media – first and only agency in Southeast Asia accredited by Google, Yahoo! and Baidu, offering Search

Advertising to businesses. To date, PurpleClick has garnered 25 awards, including the Digital and Search Agency of the Year for 4 consecutive years. Website: http://www.purpleclick.com

Known by our audience as the “event site,” CRMXchange visitors can participate in 100 free yearly interactive educational webinars. Register to receive a wealth of online resources

including: •White paper library •Contact Center and CRM News •Vendor Directory •Calendar of Events •Virtual Conferences http://www.crmxchange.com

Visibility Magazine, founded in 2007, is the guide to latest trends in internet marketing. Visibility conducts interviews with CEOs, shares opinions, reviews new products, and provides information about the industry. Website: http://www.visibilitymagazine.com/

The independent authority on search vendors, topseos.com, evaluates and ranks the top internet marketing companies. Categories ranked by topseos include: search engine optimization,

pay per click management, affiliate marketing, social media optimization, and many more. Website: http://www.topseos.com

MALAYSIA SME™ business newspaper is the first and only business newspaper serving the SME community in the country. Dedicated to SMEs, we cover SME business news, updates,

developments and events. Published fortnightly, this business newspaper covers insights, analysis, in-depth interviews and coverage of highly successful SME personalities. SMEs can now obtain new focus and opinions that is specifically written for SME businesses. Website: http://www.malaysiasme.com.my

Zhenxin365 is the most popular gifts e-commerce site in China. Our vision: to provide care through gift-giving services for 6 billion people, to inspire people to focus on family, friendship, love, and make the world full of love. Our positioning: to offer one- stop service for the majority of

individuals and corporate clients for the gifts choice, creativity, packaging, message, and distribution with the most economical but satisfying experience, also get a full and real expression of the customers' blessing. Website: http://www.zhenxin365.cn

Ushi is China's #1 high quality professional network, an intelligent, trustworthy, efficient professional network connecting China’s influential professionals and entrepreneurs via mobile phones and PCs. Ushi makes it easier to find new customers, partners, employees, jobs, experts, and investors,

and enables members to share and discuss business information. Website: http://www.ushi.com

Chnsourcing is the largest service outsourcing portal and E-trading platform facing global market. The Chnsourcing operated by Devott Co. ,Ltd. since 8th March, 2007. Lying on China’s outsourcing industry and refer to global market, collects the latest and most comprehensive

information and resources. Website: http://www.chnsourcing.com.cn

31 Events Network is headquartered in Shanghai, China’s international finance center. It focuses on events industry, like conferences, exhibitions, trade shows, events and business meetings. By the innovative internet and mobile technology, 31 Events Network

is dedicated to improve events’ quality and efficiency. It is one of the most advanced business events portal in China and the first interactive web platform combining the organizers, visitors and suppliers. Website: http://www.31event.com

China PRnews operates a full-text news announcements distribution service to assist Chinese organizations and companies, public and private, in delivering news releases to

targeted financial and general media, as well as marketmakers and the general public. China PRnews aims at providing a state-of-the-art platform of information distribution and PR-related services. Website: http://www.prnews.cn

Founded in 1999, C114 is the earliest & leading professional online media focused on ICT industry. With the rapid growth of China's ICT industry, C114 is committed to providing our readers the best services including news, information, public relations, exhibition cooperation, forum, consultant, and

E-business. Website: http://www.c114.net

ZDNet China was officially founded in 1997 and was the first Chinese business website and IT portal focused on enterprise. ZDNet leads the reporting and analyzing of cloud computing to further strengthen its industry leading position.

Website: http://www.zdnet.com.cn

CEECW (China Company Electronic-commerce Website) is a power InterNet Media of EC & Information. Our services across many areas , such as E-commerce consultant(E-Commerce Strategy, Popularization &Structural-optimization),Marketing-news, Cross-media integration ,

Internet PR, IDC, E-zine, Virtual-panorama , Meetings & exhibition etc. Our aim: Transmission of information, Inclusive society, Create value, Promote the development of society. Website: http://www.chinacompanynet.cn 中國呼叫中心產業能力建設管理規範工作組中國呼叫中心產業能力建設管理規範工作組中國呼叫中心產業能力建設管理規範工作組中國呼叫中心產業能力建設管理規範工作組（（（（CNCCS））））是經工業和資訊化部資訊化推進司批復同意，會同國家發展和改革委員會培訓中心、國家資訊中心共同發起成立，由國家資訊中心負責牽頭，聯合相關機構共同設立的旨在編制我國呼叫中心產業相關管理規範及政策建議的專門機構。工作組秉承“搭建平臺、整合資源、開拓創新、促進規範”的宗旨，廣泛整合社會各方面優質資源，立足整合各類國家扶持政策，研究編制我國業內可行和普遍認可的《中國呼叫中心產業能力建設管理規範》。2012 年 4月 30 日，工業和資訊化部資訊化推進司再次委託研究提出我國呼叫中心產業發展評價指標體系，開展我國呼叫中心產業發展相關專業園區、運營企業、從業人員的諮詢、研討、調研、評估等工作。

Since 2005 Outsource has delivered thought-leadership to senior outsourcing professionals, highlighting expert views and analysis from our worldwide network of peer-respected columnists and

partners, in-depth coverage of important trends and interviews with high-profile industry figures giving us an unparalleled perspective on the outsourcing space. Website: http://outsourcemagazine.co.uk

Founded in Europe in 1970, Public Relations Organisation

International Inc. (PROI) is the oldest as well as the largest global partnership of independent public relations firms by revenue which exceeds US$ 380 million in fees. PROI serves more than 4,100 clients

around the world, with a total of 56 partners, 3,200+ staff, and close to 100 offices in 50 countries on 5 continents. Website: http://www.proi.com

CCTIME (www.cctime.com) is the first portal website which is positioned on China's communications field. It devotes to promote the development of information and communications industry. CCTIME

understands and knows the industry media very well. It brings forward and insists on the idea

that media needs to be queried and criticized. In the terms of sending form,《cctime weekly》

sends the electronic magazine to the government, operators，equipment providers，service

providers and the relevant officers， specialists and scholars by email, the circulation of it has

reached more than 300,000 copies.

We are an online media company serving global Chinese communities. Our digital media network enable Internet users to access professional media reports in multi-media formats from the web and mobile devices

and share public comments each other on open platform. YNET.com is ready to be a revolutionary news portal in the next era. Website: http://www.ynet.com

51CallCenter is one of the most famous local portal website in Call Center & BPO industry. Established in 2002, 51CallCenter is positioned to be the online platform for Call Center industry in Greater China region. 51CallCenter is keeping close relationship with plenty of

experts in Call Center application and operation fields, and many professional managers from the world's top 500 enterprises as well.

APCSC APCSC APCSC APCSC Leadership ProgramsLeadership ProgramsLeadership ProgramsLeadership Programs

The Customer Relationship Excellence (CRE) Awards has recognized many industry leaders and professionals for their customer centric service innovation. The participants have come from more international cities and business sectors in both corporate and individual categories, all demonstrating their business successes, best practices and leadership on CRE. With the introduction of the Customer Service Quality Standard (CSQS) as important CRE Awards judging criteria, the participants have been benefited greatly from the best practices and critical success factors from a world-class framework. 亞太傑出顧客關係服務獎（CRE Awards）肯定了許多來自不同行業與地區的市場領導和專業人士。歷屆參加企業及個人類別的參賽企業，分別來自更多的國際城市和行業，並展示了他們商業成功之道、最佳守則及傑出顧客關係領袖。以優質顧客服務標準作為傑出顧客關係服務獎的重要評審準則，參賽企業均能從一個世界級框架中的最佳守則和關鍵成功因素中獲益良多。

Website: http://www.apcsc.com/creaward/index.asp

The Customer Service Quality Standard (CSQS) has been developed jointly by the Asia Pacific Customer Service Consortium (APCSC) and the researchers at the University of Hong Kong (HKU), with industry support by the CSQS Committee Asia Pacific. It is the highest certification awarded to contact centers and customer service organizations that excel in customer relationship excellence. CSQS holds the most advanced and comprehensive key to providing a clear step-by-step roadmap for companies to deliver the best customer services. It embraces and integrates the balanced scorecard (BSC) management system and the ISO9000 quality management to provide a world-class framework with clear roadmap and directions for transforming a business operation into a world class customer-centric strategic business unit. 優質顧客服務標準是由亞太顧客服務協會和香港大學一班研究員合作而制定，目的是評定整體服務質素，最佳實踐和顧客服務運作的表現。這是一個最廣泛的標準去建立世界級顧客服務水平架構，藉以授予優秀客戶服務機構。CSQS 揉合了最先進及廣泛的元素，為企業傳送最佳服務提供清晰的標準。CSQS 包括和整合了平衡計分卡管理系統和ISO9000 品質管制系統，幫助企業升級成為以客為中心的策略性商業單位(SBU)。

Website: http://www.apcsc.com/csqsnet/index.asp

The Best-In-Class CRM Benchmarking Program (The Benchmarking) is conducted by APCSC continuously throughout the year with annual reporting to member companies from different industries. In addition to the benchmarking participants, APCSC makes regular mystery calls and visits to non-benchmarking participants to evaluate and benchmark their service performance. The objective is to find solutions that member companies can adapt for use in their own business contexts, so that together we may learn faster from the best practices of other companies across industry, and pool resources to innovate where no one has yet found an acceptable solution. 由 APCSC 提供的年度報告 - 顧客關係管理基準方案報告 (The CRM Benchmarking)-為來自不同界別的企業 全面評估他們的服務表現。除了調查參加基準方案的企業，APCSC也定期致電各大公司，鑒定和比較市場服務趨勢與表現。來自多界別公司的參與，可以刺激參加者的創新學習，啟發他們革新服務的笱念，找到適合企業本身的解決方案，並透過不同行業的最佳守則加快學習、共用資源、開創新思維，以解決仍未有美滿解決方案的問題。

Website: http://www.apcsc.com/bic/index.asp

The People Site Certification is a free of charge accreditation offered to organizations that have over 90% of their Customer Service and Contact Centre staffs remain certified under APCSC’s Global Certification program. The certification is renewed on an annual basis. By achieving the People Site Certification, organizations are much better positioned to integrate professional customer service staff with their mission critical services process. They can therefore ensure that efficient and reliable services are provided to all customers with unique and sophisticated requirements. 如機構 90％以上的客服或聯絡中心人員都通過了亞太顧客服務協會國際認證課程培訓，即可申請獲得優質客服專員中心認證，無需任何費用。該認證為每年更新。透過獲得優質客服專員中心認 證，機構能將其顧客服務專員與其關鍵任務服務過程更好的融合在一起，從而確保向所有顧客提供有效而可靠的服務，滿足顧客獨特而複雜的要求。

Website: http://www.apcsc.com/peoplesite/index.asp

Printed on the RICOH Pro Color Digital Printing System

The The The The GGGGoal of CRE Awardsoal of CRE Awardsoal of CRE Awardsoal of CRE Awards

The goal of the CRE Awards is to promote service quality and customer relationship excellenceservice quality and customer relationship excellenceservice quality and customer relationship excellenceservice quality and customer relationship excellence in international cities across Asia Pacific and to recognise companies, business units, teams, and individuals that have contributed to the success of both their customers and the organisations that they serve.

Benefits of the AwardsBenefits of the AwardsBenefits of the AwardsBenefits of the Awards

• Recognition of participating organisation's achievements in Customer Service, increasing and enhancing its credibility and image in the market place

• Increased customer perception and confidence in dealing with the organisation

• Continuous improvement opportunities and benchmarking of the organisation's Customer Service efforts through APCSC's comprehensive CRM Benchmarking program

• Greater focus on Customer Service throughout the entire organisation

• Increased morale at all levels of the organisation The CRE Awards application process is designed to highlight organisations that excel in World-Class standards, consistency, use of Best Practices and Methodologies. By entering the CRE Awards Program, you will learn from the best in class in world class standard.

AcknowledgementsAcknowledgementsAcknowledgementsAcknowledgements

APCSC wishes to sincerely thank all speakers, panelists and sponsors for their time and dedication throughout the summit and all supporting organizations and media partners

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