| 烟草公司建设呼叫中心应注意的几个问题 |
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| 引用本文： | 金鑫,王蕾. 烟草公司建设呼叫中心应注意的几个问题[J]. 科技和产业, 2008, 8(11): 39-40 |
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| 作者姓名： | 金鑫 王蕾 |
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| 作者单位： | 1. 中国铁遥通化分公司,吉林,通化,134002
2. 秦皇岛职业技术学院,管理工程系,河北,秦皇岛,066100 |
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| 摘 要： | 随着近年来通信和计算机技术的发展和融合,呼叫中心被赋予了新的内容。它是以高科技电脑电话集成技术(CTI)系统为基础,将计算机的信息处理功能、数字程控交换机的电话接入和智能分配、自动语音处理技术、Internet技术、网络通信技术、商业智能技术与业务系统紧密结合在一起,将公司的通讯系统、计算机处理系统、人工业务代表、信息等资源整合成统一、高效的服务工作平台。
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| 关 键 词： | 呼叫中心 中继线路 人工坐席 IVR |
Tobacco Companies Should Pay Attention to the Building of Call Center a Few Problems |
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| JIN Xin,WANG Lei. Tobacco Companies Should Pay Attention to the Building of Call Center a Few Problems[J]. SCIENCE TECHNOLOGY AND INDUSTRIAL, 2008, 8(11): 39-40 |
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| Authors: | JIN Xin WANG Lei |
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| Affiliation: | JIN Xin1,WANG Lei2(1.China Tietong Tonghua Branch,Tonghua JiLin 134002,China,2.Qinhuangdao Institute of Technology,Qinhuangdao Hebei 066100,China) |
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| Abstract: | As the communications and computer technology in recent years the development and integration,Call centers have been given a new dimension.It is high-tech computer telephony integration(CTI)-based,the computer's information processing,digital program-controlled telephone switches,access and intelligent distribution,automatic voice processing technology,Internet technology,network communications technology,business intelligence technology and business systems closely integrated with the company's communicati... |
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| Keywords: | IVR |
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