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| 0900-0940 |
Case Study Presentation: Manulife-Sinochem Life Insurance |
| |
Characteristics of customer management in Insurance Industry
How PEOPLE enhances customer experience at Manulife-Sinochem Insurance
Problems faced and how to resolve
Return On Investment
|
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Nancy Weng
Director of Customer Service Department
Manulife-Sinochem Life Insurance |
|
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| 0940-1020 |
Case Study Presentation: New China Life Insurance |
| |
Characteristics of customer management in Insurance Industry
How STRATEGY enhances customer experience at New China Life
Problems faced and how to resolve
Return On Investment
|
 |
Walse Yin
Customer Service Department
New China Life Insurance |
|
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|
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| 1050-1130 |
Telemarketing Experience Sharing |
| |
Telemarketing - what is it for?
Telemarketing modules and methodology
Successful Cases
Key success factors - tips and pitfalls
|
 |
Susan Wang
Head of BD & AS Department
800 TeleServices |
|
|
| 1130-1210 |
Q & A Session |
|
Nancy Weng
Director of Customer Service Department
Manulife-Sinochem Insurance |
|
Walse Yin
Customer Service Department
New China Life Insurance |
|
SusanWang
Head of BD & AS Department
800 TeleServices |
|
|
| 1200-1320 |
Networking Luncheon |
|
|
| 1320-1400 |
Customer Service on Contact Center in China |
| |
Customer Service Landscape in China
Key Components of Contact Center on Customer Service
Gaps in China on Customer Service |
 |
Joseph Wong
Vice President of Business Development
Contact Center Business of PCCW |
| 1400-1440 |
Case Study Presentation: Bertelsmann Direct Services |
| |
Characteristics of customer management in Service Industry
How B2B BRANDED SERVICE enhances customer experience at Bertelsmann Direct Services
Problems faced and how to resolve
Return On Investment |
 |
Mier Ai
COO
Bertelsmann Direct Services |
|
|
|
| 1440-1510 |
Afternoon Coffee |
|
|
| 1510-1550 |
Case Study Presentation: Ping An Insurance Group |
| |
Characteristics of customer management in Insurance Industry
How CONTACT CENTER enhances customer experience at Ping An Insurance Group
Insurance
Problems faced and how to resolve
Return On
Investment |
 |
Zheng Bo Song
Assistant General Management
Ping An Insurance Group |
|
|
| 1550-1630 |
Q & A Session |
|
Joseph Wong
Vice President of Business Development
Contact Center Business of PCCW |
|
Mier Ai
COO
Bertelsmann Direct Services |
|
Zheng Bo Song
Assistant General Management
Ping An Insurance Group |
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