December 30, 2021, Beijing. Customer World News: The third phase of “All Media Operator-Elementary/Intermediate” certification online training was successfully held. Beijing Lingke Xinlian, Sitel China, CITIC Consumer Finance, Guangzhou Sutefan, Beijing Kubu Technology Co., Ltd., Heile, Mintai Bank, Dalian Jinhui, Glencore Foods, Tsinghua University Information Technology Center, etc. Managers of relevant positions in the customer center of a well-known enterprise participated in this training.

This “Omni-Media Operator” training is a course to help transform traditional customer service and help offline companies provide better services through private domain traffic. At present, when products are extremely abundant, competition is intensified, traffic is scarce, people are pursuing the ultimate experience, and operators are pursuing a balance between cost and benefit, how to go from serving customers to managing customers is what each of us needs to consider. The course can help enterprises implant service DNA, let us serve customers well and manage customers well in global traffic operations, and form a new model of service marketing integration, service operation integration, and service public relations integration

Service is marketing: omnimedia operators are practitioners of service marketing integration

Interaction and content: the omnimedia operator is the disseminator of service public relations integration

Create a service scenario from “traffic” to “retention”, make the all-media customer center a user management center and value mining center, and help customer service personnel evolve into integrators and operators of global traffic in the tide of digitization and intelligence.

Lecturer of this training: Zhang Yan: Senior Consultant of New Retail Digital Transformation/Author of “All-Media Customer Center Management”/Main Writer of National Vocational Certification Designated Textbook “All-Media Operator”/More than 20 years of focusing on enterprise self-built call centers Operations management, participating in and leading the construction and management of multiple call centers from scratch and rapid expansion/successfully promoted the transformation of call centers from distribution to centralization, from service to marketing, and from single channel to all media. Realize the transformation of the call center from a cost center to a value center through continuous innovation of service models and management methods.

course background:

The development of Internet e-commerce in China can be traced back to 1995 or even earlier. From offline to online, from the PC stage to the mobile Internet, to the WeChat ecosystem and the current short video and live broadcast platforms that are in full swing. With the change of the trading platform, the place, form, content of the service, as well as the value and expectation of the service given by the society and the enterprise are becoming more and more colorful.

At the same time, with the improvement of the service awareness of the overall practitioners, basic customer question and answer and problem solving are gradually realized through product process optimization; the rapid development of artificial intelligence has shared most of the basic customer service manual responses or return visits. The expectations of enterprises and customers for human services have also shifted from solving basic problems to specialization and customization, and from single-point problem solving to overall solutions. With the continuous innovation of transaction channels and interaction channels, the daily interaction of services will gradually transform from solving problems to exploring business opportunities and providing overall solutions.

On February 25, 2020, the Ministry of Human Resources and Social Security, the State Administration for Market Regulation and the National Bureau of Statistics jointly announced 16 new occupations including all-media operators. An all-media operator is a person who comprehensively utilizes various media technologies and channels, adopts methods such as data analysis and creative planning, and is engaged in information processing, matching, distribution, dissemination, and feedback.

include:

1. Use network information technology and related tools to conduct data analysis on media and audiences, and guide the matching and accuracy of media operations and information dissemination;

2. Responsible for planning and processing text, sound, video, animation, web pages and other information content, making it an information carrier suitable for dissemination;

3. Precisely distribute, disseminate and market the information carrier to the target audience;

4. Collect relevant data, and accurately adjust media distribution channels, strategies and actions based on real-time data analysis and monitoring;

5. Establish an all-media communication matrix, build a multi-dimensional and three-dimensional information portal, and coordinate operations of each port.

“Teaching a man to fish is not as good as teaching him how to fish”. The all-media operator training course is based on the online transformation of enterprises; the transformation of customer service center service marketing; individual entrepreneurs & personal self-media to realize business opportunities; personal brand building, etc. The thinking model needed for business operation, user management ideas, application of short social broadcast operation management tools, and the necessary skills of all-media operators are tailor-made course systems. The courses are divided into elementary/intermediate and advanced level 2 courses. The course benefits are as follows:

1. Understand the development trend of the e-commerce industry
2. Master the basic operation knowledge of e-commerce and traffic ecological construction
3. Understand the user characteristics and operational countermeasures in the mobile Internet era
4. Master the ecological operation of social marketing
5. Master the rules and skills of public domain traffic conversion operations
6. Master the operation methods and skills of private domain traffic
7. The methods and skills of community building and operation
8. The construction of traffic ecology in the mobile Internet era
9. Master the operation logic and practical methods of live broadcast and short video
10. Use digital management tools to operate effectively member

【Training Institution】:
Founded in 2002, Customer World Organization is an industrial development group integrating production, learning and research. Based on the development of the call center industry, focus on the research direction of customer management, and promote the innovation of service science and practice. Provide support services for the development of related industries through media publishing, certification evaluation, industry research, management consulting, exhibition services, industry investment, education and training, human resources and other all-round, multi-dimensional, highly integrated industrial chain basic businesses.

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