9:00

嘉賓報到

Registration with Tea and Coffee

9:30

IDC 致歡迎詞

Welcome Address & Opening Remarks by IDC

9:45

如何在經濟低迷時期迅速贏得客戶 ---- 利用IT加強客戶關係管理
Claus Mortensen, 首席分析師 , 亞太區新興技術部, IDC Asia/Pacific

經濟危機更凸顯了良好的客戶關懷的重要性。本次會議中我們將會看到，前瞻性和先進的客戶關懷手

段將會是亞太區企業留住現有客戶和市場、並在今後爭取更大市場份額的法寶。

Building Quick Wins in an Economic Downturn - How Companies Can Use Advanced Customer Care and Retention Approaches to Minimize the Impact of the Economic Crisis

Claus Mortensen, Principal of Asia/Pacific Emerging Technologies Research, IDC Asia/Pacific

The economic crisis has stressed the importance of good customer care. As this presentation will show you, forward-looking and advanced approaches to customer care will be an extremely important tool for Asian companies to both retain their existing customers and event to gain market shares in the years to come.

10:15

歡迎來到服務雲–客戶大會

Collin Penman, Service Cloud Director, Asia Pacific, Salesforce.com

在當前經濟不景氣的情況下,提供世界級的客戶服務對於維護已有客戶關係顯得相關重要,當然這也有助於降低企業成本。 Salesforce.com服務雲通過多種渠道進行傳播,介紹了從自助服務網站、電子郵件、電話到包括Facebook和Twitter在內的社交網站等諸多內容。我們會向大家介紹服務雲是如何通過傳播這些集成客戶服務體驗來提供世界級的客戶服務。

Welcome to the Service Cloud – Join the Customer Conversation

Collin Penman, Service Cloud Director, Asia Pacific, Salesforce.com

Providing world-class customer service is critical to retaining customers in the downturn.  But so is lowering your costs. Find out how the Service Cloud makes this possible by delivering an integrated customer service experience through multiple channels, from self-service portals to email, telephone and social sites such as Facebook and Twitter.

10:45

茶點時間

Coffee Break

11:15

IDC 致詞

Chairperson’s remarks

11:25

打造以客為尊的新世代客服中心

許良杰 ,  全球副總裁, , 思科

無論在企業或是客戶的眼中，客服中心總是令人又愛又恨。對企業而言，客服中心是個需要不斷投資與維護的非營利單位，而其反映出的商業價值卻十分模糊並且充滿不確定性；對客戶而言，撥電話至客服中心猶如進入迷宮，經常得面對各種令人挫折的語音指示、轉接等待和繁瑣的流程，最後還不見得能夠得到真正想要的資訊或令人滿意的回覆。

以客戶需求為核心的新世代客服中心，將其角色由資產負債表上的巨額支出，轉變為讓企業脫穎而出的商業利器，為企業組織和客戶創造出真正的價值。

此外，現今企業所關注的「營運不間斷」、「災難復原」及「彈性與迅速回應」等觀念也必須落實在客服中心營運上。面對惡意程式的入侵、頻頻發生的天災地變，甚至是國家政經結構改變造成商業環境的劇烈波動，新一代的客服中心必須建構在具安全性保障與災難回復的基礎架構上，同時擁有高度的彈性與回應速度以因應業務與管理面的即時需求。

Reinventing the Contact Center for a Customer-empowered World

Jack Xu, Corporate Vice President of Engineering, Cisco Systems

The contact center is often viewed as a necessary evil—both by companies and their customers. To companies, it can be an expensive cost center that produces vague and unmeasurable results. To customers, it can represent an unsatisfactory end to a frustrating quest through the labyrinth of an interactive voice response (IVR) menu.

We need to explore new ways of thinking about contact centers, in order to transform them from a large expense on the balance sheet to a business differentiator that actually creates value for both the organization and their customers.

A robust Contact Center is also an essential business strategy for Business continuity / disaster recovery (BC/DR) which makes up part of the best practices for organisations today. With constant threat of terrorism, malicious hacking, geopolitical tension and natural catastrophes, the security and resilience of an organisation's Contact Center infrastructure have become a top concern for businesses and management.

11:55

問答環節 

主持人﹕Claus Mortensen, 首席分析師 , 亞太區新興技術部, IDC Asia/Pacific

Panel Discussion

Moderated by: Claus Mortensen, Principal of Asia/Pacific Emerging Technologies Research, IDC Asia/Pacific

12:25

抽獎環節 (由Salesforce.com贊助)

Lucky Draw sponsored by Salesforce.com

12:30

IDC 致閉幕詞

Closing Remarks

12:35

午餐交流

Networking Luncheon & End of Conference