Guo Chendong, CEO of ICCSO Customer Service Standard Network and Chairman of SEE-CMM International Service Standardization Organization, participated in the development and marketing of the first large-scale computer communication integration (CTI) system in 1993. Since 1999, dozens of influential papers and market-oriented articles have been published in many professional journals, and some views and opinions on industrial development have been widely circulated in the industry. It has a far-reaching influence and positive guiding role on the strategic operation of domestic and foreign manufacturers and users. With the overall grasp, profound understanding and rich market experience of the development of customer service and call center industry since 17, I personally participated in and founded a number of "firsts" in the field of CTI, call center and customer relationship management in China, and became the pioneer and leader of call center industry in China on June 5438+0, 2000. As one of the main sponsors, he founded the first call center information website in China. In March of the same year, he presided over the completion of the first domestic call center market research report-China call center industry development research report. In July of the same year, China International Conference on Call Center and Customer Relationship Management (ICC China), a leading industry exhibition in China, was founded. In April 2003, he founded the first call center industry award in China to select the best call center in China and CRM series awards. In July of the same year, he served as the executive deputy director of the first call center and customer relationship management association in China. In August of the same year, he presided over the development of the world's first self-built call center. Wei System +0 1 in June 2008, in the original standard; On the basis of a good system, he once again presided over the development of SEE-CMM enterprise excellent service capability management model, and finally formed SM service management standard and SO service outsourcing standard; Wei, SP service personnel standard, SE service environment standard and SC service credit standard cover all customer service channels and methods. The key value of the standard system is to directly improve the ability to control customer service and return on investment for enterprises by pursuing a higher level of maturity. In 2008, at the invitation of BOCOG, he was appointed as the consultant of the audience call center of Beijing Olympic Games.

Xu Haiyan, chief consultant of CCS Call Center Research Institute, and expert member of SEE-CMM International Service Excellence Standard and Standardization Organization. 10 or above working experience in call center, once engaged in market management, project operation and training, with first-line practical experience in call center pre-sales and after-sales service, sales and channel management, customer service personnel training and customer service management consulting, and engaged in call center training and consulting for a long time. /kloc-provided consulting and training services on call center operation and management for many well-known enterprises in China's telecom, mobile, banking, insurance, manufacturing and other industries. In 2003, he was responsible for organizing the compilation of training materials for the qualification certification of middle and senior managers in the contract center. At present, he is one of the main members of the jury of "Best Call Center in China and Annual CRM Series Awards". He used to be the training director of China, a world-renowned call center training institution, providing professional training and operational guidance for call centers. At present, he is the chief consultant of CSS Call Center College. Wang Yao is engaged in the research of call center operation, and has been committed to the development and competition analysis of the customer relationship management market, studying the operational experience of the development and management of contract center industry abroad, focusing on domestic practice, and providing business planning reports and training courses suitable for the development of China contract center.