广州电力95598呼叫中心多渠道客户化知识库优化方向研究

On the Optimized Direction of the Multi-channel Customization Knowledge Base of 95598 Call Center of Guangzhou Power Supply Bureau

知识库系统是客服中心的核心应用系统之一。一个内容清晰,结构合理的知识库,既能让话务代表快速上手,也能有效提升客户满意度。本文的总体目标是针对广州电力95598客户服务中心知识库的实际情况和特点,提出行之有效的管理方法去优化其知识库,建立适合广州电力95598使用的多渠道知识库。

The knowledge base system is one of the core application systems of the customer service center. A knowledge base with clear content and reasonable structure can make the agents quickly adapt to it and effectively improve customers＇ satisfaction. Aimed at the actual situation and characteristics of the knowledge base of the 95598 Call Center of Guangzhou Power Supply Bureau, this paper puts forward the effective management methods to optimize the knowledge base and establish a suitable multi-channel knowledge base for 95598 of Guangzhou Power Supply Bureau.