2007中国最佳呼叫中心管理人：黄志明

客户世界 | 2015年7月12日 | 文库 | 评论已关闭 | 1362

客户世界|CNCCA |2007-09-21

黄志明：中信银行信用卡中心市场部总经理

获奖介绍：

黄志明先生来自香港，1990年起开始在呼叫中心工作，自2003年起服务于中信银行信用卡中心客服中心以来，黄志明先生一直致力于寻找香港管理经验与大陆管理特色的结合，强调人性化的管理，深信管理人对员工的态度会直接影响到员工对客户的态度，通过不同的渠道增强员工的满意度，并动员员工参与到管理中来，形成了中信信用卡客服中心独特的“诚、信、观、心、态”的服务理念；同时，黄志明先生在其工作中亦十分重视成本的管理，通过技术的手段减低客服中心的压力，开拓三维互动的客户沟通渠道，控制客服中心的营运成本，改变客服中心被动的局面及成本中心的形象；在黄志明先生的领导下中信银行信用卡中心客服中心不断的优化并规范客服中心的操作流程，并得到了ISO质量体系的国际认证，使中信信用卡中心的服务向着标准化的方向发展。

Brief Introduction of the Winning Units:

Desmond Wong, from Hong Kong, who has 17 years experience in call center, had been working in the China Citic Bank Credit Card Center customer contact center since 2003. Desmond Wong strived to work for the interaction of management between Hong Kong and China mainland. He always focused on humanity management, and believed that what attitudes managers hold on their staffs should directly incur to what attitudes their staffs hold on the customers. In order to enhance staffs’ satisfaction during work, Desmond Wong encouraged their staffs involving in many managerial activities via flexible ways, thus to form the unique service vision of “manage what customer think with high reputation”. Meanwhile, Desmond Wong, treated the management of cost-control as a necessary tool in the managerial process, he helped Customer Contact Center to reduce the stress with some technological methods, created a special channel which called “interaction by three-dimensional” for the convenience of customers communication. As a result of these effective innovations, the working cost of Customer Contact Center now is under good control, Customer Contact Center has been changed greatly in a good condition and become more active, so as the cost-control center. Under leading by Desmond Wong, Customer Contact Center had improved its operation process step by step, obtained the international certification of ISO quality system, which meant Customer Contact Center had promoted its systematical service into a standard development.

评审单位：

中国电子商会呼叫中心与客户关系管理专业委员会
信息产业部呼叫中心标准指导委员会
客户世界机构(CCMWorld Group)

2007年9月

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