铁路呼叫中心的设计与运营管理研究

Research on design and operation management of railway call center

随着通信技术和计算机技术的发展,呼叫中心已经成为新的运营管理模式。本文根据呼叫中心发展过程,呼叫中心应用特点,设计铁路呼叫系统的总体架构和平台规划,并且提出呼叫中心的运营管理目标,呼叫中心组织结构,以及实施步骤。

With the development of communications and computer technology,call centers have became a new mode of operation and management.According to the development and characteristics of call center,it was designed the general framework and platform of railway call center,proposed management objectives organizational structure,as well as implementation steps.