呼叫中心系统在ARP用户服务中的应用

Application of Call Center System in ARP User Service

健全的运维体系和优质的用户服务,是大型信息管理系统能稳定运行、持续优化和深入应用的重要保障。本文对中国科学院资源规划系统(Academia Resource Planning,简称ARP)自实施上线以来的用户服务模式进行介绍,重点阐述了ARP呼叫中心系统在用户服务中的应用,并对当前用户服务工作中存在的问题以及如何进一步提升用户服务能力、提高用户满意度进行了探讨。

A sound maintenance system and excellent user service provide guarantee for the stable operation, sustainable optimization and wide application of large-scale information management system. The paper introduces the model of user service since the implementation of Academia Resource Planning （ARP）, highlighting the application of ARP call center system in user service. It also addresses the existing problems in current user service and comes up with solutions on how to further upgrade user service and meet the satisfaction of users.