摘要
建立远程维修技术支援体系,对于实现舰船装备的快速、精确保障有着重要的意义。以呼叫中心为核心的CRM系统,则是远程维修技术支援体系中连接保障对象和保障源的重要平台。通过对CRM和呼叫中心系统的研究,提出了将CRM理念应用到远程维修技术支援系统中的思路,构建了远程维修技术支援呼叫中心的技术框架。
Building the distant maintenance technology supporting call center is be great meaning to obtain rapid precise supporting to war-ship equipment.The CRM system which has a core of call center is a important platform connecting supporting source and supporting destination in distant maintenance technology supporting system.Through researching on CRM and call center system,this paper bring out a way to apply CRM conception to distant maintenance technology supporting,and build up a framework of the call center,so it has practical meaning to the building of distant maintenance supporting system.
出处
《舰船电子工程》
2007年第3期163-166,共4页
Ship Electronic Engineering
