基于呼叫中心的客户关系管理系统服务流程优化研究

Optimization of service procedure in customer relationship management system based on call center

针对钢铁企业物流公司客户关系管理现状,及其客户服务请求处理流程中的不足,提出了基于呼叫中心的钢铁企业最优化客服请求处理流程及其技术实现,给出了平台功能设计,探讨了平台实现的关键技术。该系统充分满足客户满意度以及服务请求处理的及时性,快速性,确切性,可操作性等方面要求。

The current situation of customer relationship management system in steel enterprise was introduced,and to solve the problems on the service procedure,the optimized procedure and technical realization of steel enterprise,which is based on call center,was presented,so as the function design of platform.Then the key techniques in platform realization were discussed.The platform indeed satisfied the request of customer,and the timeliness,rapidity,tangibility,maneuverability.