新技术变革背景下呼叫中心行业一线员工培训管理研究——以安徽省呼叫中心为例

Research on Training Management of Frontline Staff in Call Center Industry under the Background of New Technological Change——Take Anhui Call Center as an Example

随着呼叫中心技术的不断发展,企业利用呼叫中心不断提高服务质量、提升客户满意度已成为众多行业竞争的最重要途径。呼叫中心目前仍是人力密集型行业,培训管理是提升呼叫中心运营水平的关键一环。因此,面对新技术变革,创新模式、整合资源是提升呼叫中心行业一线员工培训管理水平的有效途径。

With the continuous development of call center technology,enterprises have continuously improved service quality and customer satisfaction by using call centers which has become the most important way for many industries to compete.The call center is still a labor-intensive industry,and training management is a key part of improving the operation level of the call center.Therefore,in the face of new technological changes,innovative modes and integrated resources are effective ways to improve the training and management level of front-line employees in the call center industry.