首页 | 本学科首页   官方微博 | 高级检索  
     检索      

电信客户服务平台与群件系统
引用本文:张中文,何先刚,等.电信客户服务平台与群件系统[J].重庆邮电学院学报(自然科学版),2002,14(1):33-37,68.
作者姓名:张中文  何先刚
作者单位:[1]四川省电信公司信息中心,成都610012 [2]重庆邮电学院,重庆400065
摘    要:集成了客户服务平台与群件系统,将客户服务与后台管理有机地结合起来,充分发挥两大系统的优势,实现客户服务支持处理过程流程化、可监控化,有效监控服务过程和质量,快速高效解决客户投诉,让管理层直接参与客户服务,加大对客户服务的深度,改善提高服务质量。

关 键 词:电信客户服务平台  群件系统  计算机  呼叫中心

Telecommunication Customer Service Platform and Group Ware System
ZHANG Zhong wen ,HE Xian gang ,ZHANG Jing zhong.Telecommunication Customer Service Platform and Group Ware System[J].Journal of Chongqing University of Posts and Telecommunications(Natural Sciences Edition),2002,14(1):33-37,68.
Authors:ZHANG Zhong wen  HE Xian gang  ZHANG Jing zhong
Institution:ZHANG Zhong wen 1,HE Xian gang 2,ZHANG Jing zhong 3
Abstract:In this paper, the authors put forward a project to integrate customer service flatform with group ware system, organically combine customer service with background management, fully bring into play advantages of two systems, and carry out the flow and monitor and control for service transaction process. Service process and quality can be monitored and controlled efficiently. Customers' complaints and problems can be settled effectively and rapidly and management layer can participate directly in customer service so as to deepen and improve the service quality.
Keywords:customer service  call center  group ware  flow
本文献已被 CNKI 维普 等数据库收录!
设为首页 | 免责声明 | 关于勤云 | 加入收藏

Copyright©北京勤云科技发展有限公司  京ICP备09084417号