Under the innovative development in a very competitive environment, ING Antai keep the largest foreign life insurance company in Taiwan. The Taiwan's Industrial Development Bureau, Ministry of Economic Affairs also award ING Antai with the "The National Quality Award", the highest national honor granted for the service quality provided.

Marguerite in the adoption of the Customer Relationship Management concept has influenced the entire Life Insurance Industry in Taiwan.

Mr. Chu is the Founder and Chairman of Hong Kong Customer Service Consortium (HKCSC). He is the pioneer of innovative Customer Service Research including Call Center and CRM Benchmarking in Asia Pacific, Customer Satisfaction and Aspiration Survey and eSurvey on Internet Banking, Internet Securities and Internet Purchasing, and other international standards in Australia and the United States.
Mr. Chu is the key driver to establish the systematic industry standards in the service industry, including the Certified CRM Director, Certified Call Center Manager and Certified Call Center Professional training curriculum.
Mr. Chu received his BSc and MSc degrees in Industrial Engineering and Operations Research from the University of California, Berkeley. He is the President of the University of California Alumni Association in Hong Kong and a Guest Lecturer at the Hong Kong University of Science and Technology and other universities. He is an instructor and speaker in high demand at various training workshops and international conferences on Call Center and Customer Relationship Management Strategy.

Kevin Yeh, who graduated from National Taipei College of Business in 1973 and later gained the master degree from Executive MBA program of Chinatrust Group in 1993, has serviced in Chinatrust Commercial Bank since 1975.

He has a rich experience in the retail finance field, including branch management, sales and promotion, marketing and advertisement, product planning, image and public relationship management. His current position is the general manager of the customer service department.

CTI Forum www.fuchaizy.com was found in December 1999. CTI Forum is a neutral professional website specializing in the market research and consulting within China's CTI, Call Center and CRM market. Mr. Guo is the founder and Executive Director of CTI Forum.

Mr. Guo has been in the industry of Telecommunications and Posts for 10 years and has been managing business for CTI and Call Center product development and marketing promotion.

Prior to CTI Forum, Mr. Guo was in CHINA PUTIAN CORPORATION whose predecessor is China Posts and Telecommunications Industry Corporation.

Dr. Chien is the Chairman of Taiwan Call Center Development Association (TCCDA). Currently, TCCDA has more than 30 group members and 200 individual members in Taiwan. These members are from diverse industries including finance, insurance, telecommunication, utilities, transportation.
Dr. Chien is also the Managing Director of Call Center Deparment of ChungHwa Telecom Lab (CHT Lab). As the Chief-Architect of CHT Call Center Systems, Dr. Chien has planned and guided the development of Call Center Application Systems (more than 1500 seats are launched) including Interactive CRM, CTI server, and Legacy Integrated System.
Dr. Chien received his Ph. D. in Electronic Engineering and Artificial Intelligence Research from the National Taiwan University of Science and Technology. He is also an Associate Professor of Tamkang University and National Taipei College of Business for more than 10 years. His research areas of interests are AI, Expert system, CRM, Customer Interaction Center, Telecommunication Operation Supporting systems.

就 近 年 來 的 觀 察， 客 服 委 外 已 經(jīng) 從 傳 統(tǒng) 的 客 戶 服 務(wù) 委 外 作 業(yè) ( Customer Service Outsourcing ) 轉(zhuǎn) 型 為 企 業(yè) 經(jīng) 營 程 序 委 外 作 業(yè) ( Business Process Outsourcing, BPO )。
因 此 委 外 客 服 公 司 必 須 要 能 協(xié) 助 企 業(yè) 重 整 經(jīng) 營 程 序。

畢 業(yè) 於 國 立 成 功 大 學(xué) 交 通 管 理 科 學(xué) 系 、 美 國 加 州 大 學(xué) 河 濱 分 校 (University of California, Riverside) 碩 士 ， 主 修 Computer Science，曾 任 職 於 臺 灣 吉 悌 電 信 產(chǎn) 品 開 發(fā) 部 門 六 年 ，1995 年 進 入 太 平 洋 電 信 企 業(yè) 集 團 ， 參 與 CT2 建 置 、 行 動 電 話 事 業(yè) 計 劃 書 撰 寫 、 臺 灣 大 哥 大 系 統(tǒng) 工 程 建 置 ，1998 年 起 擔(dān) 任 臺 灣 大 哥 大 客 服 本 部 資 深 處 長 ，2001 年 6 月 輔 導(dǎo) 臺 灣 客 服 科 技 公 司 成 立 并 出 任 總 經(jīng) 理 。

臺 灣 客 服 科 技 公 司 在 邱 總 經(jīng) 理 的 領(lǐng) 導(dǎo) 下 ， 成 立 半 年 內(nèi) 即 榮 獲 ISO 9001:2000 國 際 服 務(wù) 品 質(zhì) 認 證 ， 由 於 邱 總 經(jīng) 理 在 通 訊 系 統(tǒng) 建 置 上 的 深 厚 資 歷 ， 規(guī) 劃 建 置 了 最 先 進 的 客 戶 服 務(wù) 軟 硬 體 系 統(tǒng) ， 開 發(fā) 臺 大 哥 大 個 人 化 網(wǎng) 頁 服 務(wù) ， 因 應(yīng) 臺 灣 大 哥 大 客 戶 數(shù) 的 快 速 成 長 ， 邱 總 經(jīng) 理 帶 領(lǐng) 臺 灣 客 服 科 技 結(jié) 合 科 技 與 服 務(wù) ， 締 造 電 信 總 局 客 戶 服 務(wù) 滿 意 度 評 選 A+ 的 最 高 評 價 。 目 前 臺 灣 客 服 科 技 股 份 有 限 公 司 擁 有 2000 多 位 專 職 員 工 ，建 置 1500 多 個 席 位 ， 為 臺 ? 最 大 的 專 業(yè) 客 服 公 司 。

Business Innovation through Information Technology (Case Study)
· _Business Case and ROI
· _Project Management for Success
· _Customer Orientation in Technology Deployment
· _CRM Analytics

Setting Up a Strategic Call Center

Building / Choosing a Call Center Site in China (Case Study)

Customer Relationship Management: Value, Service and Execution at Customer Service Center (Case Study)
· _CRM at Hutchison Telecom
· _Customer Loyalty Program
· _Customer Segmentation
· _Execution at the Customer Service Center

Total Customer Experience Management at SONY (Case Study)
The mission and target of a Call Centers becomes higher and higher. We all have to transform from Cost Centers to Profit Centers. But How? Sony got the unprecedented Tele-Sales Record of July 2002 with the amount exceeding US$5,000,000. Mr Pau will share his experience on this Total Customer Experience.