| 能力前置平台助力山西电信客户服务能力提升 |
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| 引用本文： | 蔺俊燕.能力前置平台助力山西电信客户服务能力提升[J].科学之友,2011(21). |
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| 作者姓名： | 蔺俊燕 |
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| 作者单位： | 中国电信股份有限公司山西分公司; |
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| 摘 要： | 服务质量是电信运营商之间竞争的焦点,在线预处理是提升服务质量的切入点和最直接的方法之一。本文通过对山西电信服务能力前置平台的建设分析,实现后台服务封装,将各个系统、业务平台的服务能力前置,提供预处理导航及综合服务视图给客服代表使用,并结合平台建设情况来显示对服务能力提升的效果。
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| 关 键 词： | 服务质量 服务能力前置 在线预处理 服务能力提升 |
Ability to lead platform power Shanxi telecom customer services to enhance the ability |
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| Lin Junyan.Ability to lead platform power Shanxi telecom customer services to enhance the ability[J].Friend of Science Amateurs,2011(21). |
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| Authors: | Lin Junyan |
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| Abstract: | Service quality is the focus of competition between telecom operators,online pretreatment to the quality of service is to promote the breakthrough point and one of the most direct way.This article through to shanxi telecom service ability lead platform construction analysis,realize the background service package,will each system,business platform service ability to lead,to provide comprehensive service view navigation and pretreatment to the customer service representative use,and combined with the construc... |
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| Keywords: | the service quality Customer perception Service ability lead Online pretreatment Services to enhance the ability |
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