“中国呼叫中心十年”产业发展杰出成就奖：潘美慧

客户世界|CNCCA |2007-09-21

潘美慧：香港易宝通讯服务有限公司中国区业务总经理

获奖介绍：

持有香港中文大学商学院商业管理文凭、英国HULL大学MBA学位。潘女士具有超过15年的呼叫中心实战管理经验。在长期的运营管理实践中，致力于客户服务体系发展趋势的研究，在客户体验管理、客服中心运营效益提升、电话营销体系、人才管理等方面有独到的建树，研究的课题包括客服中心战略规划、客户关系管理、呼叫中心能力提升模型、动态差异化服务标准体系、服务能力素质模型以及IVR价值提升模型等等。形成专业科学理论与实践高度结合的管理体系。近十多年来，潘女士亲力主持了近百个客服中心的的顾问培训及外包服务项目，涵盖香港及国内的金融、保险、电信、制造等行业，得到合作伙伴的高度认可和赞赏。潘女士坚持不懈地积极推动香港与国内呼叫中心服务的创新、管理水平和产业发展，为国内呼叫中心迈向国际化做出了努力。

Brief Introduction of the Winning Units:

Joyce Poon is the General Manager for Epro Telecom Services Limited (a renowned outsourcing contact center services provider in Hong Kong and PRC), responsible for the development and management of China’s business. Currently, Joyce oversees the contact center operations, training and consulting services business of Epro in China. She takes full responsibility for the management of Epro’s outsourcing contact center in Guangzhou and has been leading training and consulting projects in both Hong Kong and China for over 100 clients ranging across all facets of contact center management. 

Joyce has over 15 years hands-on experience in contact center management and has been dedicating to the service of contact center development, especially in the knowledge and concepts of strategic management, customer relationship management, operations capability enhancement, differentiated customer service model, IVR capability enhancement model and etc. Joyce will continue to practice her new ideas in integrating customer-centric and value-driven solutions and be devoted to the internationalization for the industry.

Joyce holds a Business Management Diploma granted from the Chinese University of Hong Kong and a MBA degree granted from the University of Hull, UK.

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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