呼叫中心技术及其发展浅述

On the Call Center Technology and Its Development

呼叫中心是一个现代企业的重要组成部分,是为企业客户服务的核心,也是企业增强客户忠诚度、管理客户关系的基础。呼叫中心作为一个与客户沟通的纽带,其模式正在发生改变。文章简要介绍呼叫中心的基本概念,详细分析呼叫中心的组成和几项关键技术,并提出呼叫中心的发展方向。

The Call Center, one of the important departments of modern enterprises, is the core of customer service and the base for enhancing customer’s loyalty and managing customer relationship. As a means to communicate with the customers, its mode is changing constantly. The article introduces the basic conception of the Call Center in brief, analyzes the composition and some key technologies of it in detail, and puts forward the development direction of the Call Center.