智能监控在提升运营商窗口服务能力的应用

Application and Exploration of Intelligent Monitoring in Enhancing the Service Capability of Operators’Windows

为了提升运营商窗口的安全性、品质,设计和安装智能监控有助于大大提高服务和管理的效能。本文针对运营商与客户接触的重要服务触点营业厅窗口应用智能监控系统,进行全视角的服务监控、建立服务差错自动预警模型、应用在线指导提升服务水平、应用智能识别功能对重点业务进行专项监控,并形成服务调度机制、限时整改及深度帮扶机制、服务考核机制,全面保障问题整改及服务提升。

In order to improve the safety and quality of the operator’s window,the design and installation of intelligent monitoring help greatly improve the efficiency of service and management.This article applies an intelligent monitoring system to the important service contacts between operators and customers,business hall windows,to perform full-perspective service monitoring,establish automatic service error early warning models,apply online guidance to improve service levels,and apply intelligent identification functions to specialize key businesses.It is necessary to monitor and form a service scheduling mechanism,a time-limited rectification and in-depth assistance mechanism,and a service assessment mechanism to comprehensively guarantee problem rectification and service improvement.