Some of the expressions are spontaneous, natural. The chirping of the birds, the prattle of a kid, the expression of love…for time immemorial they have remained the same, followed the same pattern, the same nuances, made the same impact here, there, all over the world.
But in the world of need based communication, the days of drums and smoke signals are over, passed into history with Tarzan or Mongli. It all changed in 1792, a French engineer, Claude Chappe built the first visual telegraphy system between Paris and Lille, followed by a line from Strausbourg to Paris. A century later the conventional telephone came into being as an invention of Alexander Graham Bell. In India, telecommunication has crossed phenomenal 150 years , since.
A person from the hill state of India, Himachal, neighbouring the mighty Himalays, aspired to be a part of this fascinating story, four decades back. Today, after 35 years in the world of telecommunication he finds himself at the centrestage of burgeoning telecom revolution in India, performing various pivotal sroles in the process, spreading his activities all over India and the world.
Mr.Amit Dev
World BPO Forum
Chief Mentor
Mr.Amit Dev World BPO Forum Chief Mentor
Forum participation since Aug '01; on the Indian national Broadband consultative efforts by Industry leaders for target Connectivity advocacy drive and heading the specialized applications as the secured creative out-sourcing at World BPO Forum promoted WICS Advisors, being mentor of Call-centre services and other aspects of operations which include the Man-machine inter-phase in international digital-link.
Senior convergence focused trade professional, with over 25years experience all across the global markets, available as Corporate spokesman or State regulator, Trade ombudsman, Trend observer or Academy coach roles; highly rated Futurist with digital perspective in Consumer adopting New-technology as collateral of self-efficiency.
Deepak Selvaratnam
迪帕克
the cofounder of Customer Services Audit Limited
客戶服務(wù)審計(jì)有限公司聯(lián)合創(chuàng)始人
Deepak is the cofounder of Customer Services Audit Limited and developer of the Snapshotz Online web based tool for customer services.
With over 20 years of experience in managing single, mixed and multi site contact centres including outsourcers he also has the experience of employing the Snapshotz tool across every type of industry vertical where contact centres are found.
Deepak has an MBA ( Col ), Diploma from the Chartered institute of Marketing UK , is a certified project management professional PMP (USA) and has certifications in Shipping, Loss Prevention, Insurance and Risk Management.
Ian Aitchison
伊恩·艾奇遜
Chief Executive Officer, Asia Pacific Region, COPC Inc.
美國COPC公司亞太區(qū)CEO
Ian Aitchison，Chief Executive Officer, Asia Pacific Region, COPC Inc.
Ian's fifteen years of experience in the contact centre industry have been marked by the consistent delivery
of quality, service and process improvement with a focus on customer satisfaction that is the hallmark of the
COPC framework. He brings to his position as CEO, Asia Pacific Region of COPC Inc. a level of experience
Ian從事聯(lián)絡(luò)中心行業(yè)15年。15年來，他一直致力于持續(xù)實(shí)現(xiàn)質(zhì)量、服務(wù)和流程的改善，并且一直關(guān)注消費(fèi)者滿意度，這也體現(xiàn)了COPC
框架的特點(diǎn)。作為 COPC Inc.亞太區(qū)的首席執(zhí)行官，Ian的個(gè)人經(jīng)歷涵蓋了聯(lián)絡(luò)中心業(yè)務(wù)的各個(gè)層面。
Having managed in‐house and outsourced contact centres as well as
back‐office processing centers, Ian fully understands the speed
of change required when managing within the contact centre environment.
His involvement in both inbound and outbound processes includes
centres serving the technology, financial services,telecommunications,
government, collections, credit card and insurance industries.
Ian管理過內(nèi)部和外包的的聯(lián)絡(luò)中心以及后臺(tái)處理中心，因此他能夠充分了解到在聯(lián)絡(luò)中心內(nèi)部進(jìn)行管理時(shí)作出必要轉(zhuǎn)變的速度。他曾為IT行業(yè)、金融服務(wù)、電信、政府、信用卡和保險(xiǎn)業(yè)提供服務(wù)的呼入和呼出流程。
Ian has provided training and consulting advice to more than 25%
of the world's top 50 brands, is a senior auditor for the COPC‐2000
CSP Standard and a qualified Six Sigma trainer and has great expertise
in Asian and Australian contact centre operations, having worked
extensively throughout the region since joining COPC Inc. more than
four years ago.
Ian已經(jīng)向世界前50名的知名企業(yè)中超過25%的企業(yè)提供過培訓(xùn)和咨詢服務(wù)。是 COPC‐2000 顧客服務(wù)提供商標(biāo)準(zhǔn)的高級(jí)審核師以及合格的
6sigma 講師。Ian熟悉并擅長亞洲和澳洲呼叫中心運(yùn)營，在加入COPC Inc.4年多的時(shí)間里，Ian和這一地區(qū)的公司進(jìn)行了廣泛和深入的合作。
Prior to joining COPC Inc. in March 2006,Ian served in a number of executive
roles in the industry including National Contact Centre Manager for
KAZ Business Services, Manager of Consulting Services at Datacom and
Business Improvement Manager and Call Center Manager with Connect Interactive.
在2006年3月加入 COPC Inc.前，Ian在行業(yè)從事多個(gè)高級(jí)管理職位，包括 KAZ 商業(yè)服務(wù)聯(lián)絡(luò)中心經(jīng)理，Datacom咨詢服務(wù)部經(jīng)理，Connect
Interactive公司的商業(yè)提升經(jīng)理和呼叫中心經(jīng)理。
Before moving to Australia in 2000,Ian was Customer Manager–Service
Improvement Team with British Gas in Edinburgh, Scotland where he
was a finalist for the Chairman's Award for Business Excellence.
在2000年移居澳大利亞之前，Ian曾擔(dān)任蘇格蘭愛丁堡英國天然氣公司服務(wù)改善部門的客戶經(jīng)理。在英國天然氣公司，Ian曾是"商業(yè)杰出獎(jiǎng)"主席獎(jiǎng)得主。
Ian holds a BA in Legal Studies from Napier University, Edinburgh Scotland and is currently studying for an
MBA from the Edinburgh Business School at Heriot‐Watt University, Scotland.
Ian持有蘇格蘭愛丁堡 納皮爾大學(xué)的法律本科學(xué)位，目前正在攻讀赫瑞瓦特大學(xué)的 MBA 學(xué)位。
