钢企客户服务交互系统设计

Design of Customer Service Interaction System in Steel Enterprises

客户服务系统是一个人员、业务流程、技术和战略相协调的系统,它提供了获取组织资源的恰当渠道,通过一种互动的沟通方式来创造客户价值和企业价值。以实际参与某企业客户服务呼叫中心项目建设的经验为指导,提出系统整体规划、架构设计和软件设计思路。

Customer service system is a coordinated system of personnel, business processes, technology and strategy, it provides appropriate access to organizational resources through an interactive channel of communication to create customer value and enterprise value. Based on the experience of the authors＇ actual participation in the project construction of an enterprise customer service call center, this paper puts forward the overall planning, architecture design and software design ideas.