2018年呼叫中心产业国际峰会暨年颁奖典礼-中国电子商会.pdf

2018 年第十四届呼叫中心产业国 际峰会暨年度颁奖典礼 Global call center industry leaders summit 背 景 【Background】 中国呼叫中心产业经过二十多年的发展，已经初具规模，经过萌芽阶段、快速发展阶段，正朝着未来广阔阶段迈进。伴随着 社会济、信息技术、客户行为的快速发展，呼叫行业呈现出明显的阶段性特征，国内大型呼叫中心应该适应这种发展趋势，朝着 全渠道融合、智能互动、精准增值型方向努力。未来中国呼叫中心产业发展的驱动力是人员管理与技术智能化的融合。随着贸易、 商务等活动的进一步发展，中国呼叫中心由简单的合作发展到建立战略伙伴关系延伸，外包呼叫中心的范围和焦点也随之改变。 与此同时，全国范围内呼叫中心产业正从高成本地区转移至低成本地区，移动互联网趋势下的智能化 AI 技术的兴起，使得呼叫 中心产业面临了前所未有的机遇和挑战。 为了促进中国呼叫产业的发展，助力国内呼叫企业走向世界，中国电子商会呼叫中心与客户关系管理专业委员会（CNCCA) 决定于 9 月 13-14 日在中国北京世纪金源大酒店举办“2018 年第十四届呼叫中心”产业国际领航者峰会暨年度颁奖典礼。 After more than 20 years of development, Chinas call center industry has begun to take shape. After the initial stage and rapid development stage, China is moving towards a broad stage in the future. Along with social economy, the rapid development of information technology, customer behavior, call industry presents the obvious stage characteristics, large domestic call center should adapt to the development trend, towards the whole channel integration of value-added, intelligent interactive, accurate direction. The driving force for the future development of Chinas call center industry is the integration of personnel management and technology intelligence. With trade, the further development of the business activities, the Chinese call center has developed from a simple cooperation to establish strategic partnership, the scope and focus of outsourcing call center also changed. Meanwhile, the call center industry across the country are moving from high cost to low cost regions, the rise of mobile Internet under the trend of intelligent AI technology, made the call center industry is facing unprecedented o pportunities and