呼叫中心在中國企業(yè)應用的研究.pdf

1、y770306甜iiUj：lf二46q：022c125274呼叫中心在中國企業(yè)應用的研究系(所)0Lk矧‘私商管理十旨號教師：張成洪蓉經作者暈師商慧勿全義公布學侖大位幫一慧筵土梗士頤022025274孫小f#呼JIq中心在中國企業(yè)應用的研究ABSTRACTThefactis，cal1centershavebecomeessentialtothesurvivalofagrowlngnumberofbusinessesCompaniesof

2、everysizeandtypearebeginningtealizethatinvestingincallcentercapabilitiescanbetheirbesttemperitivedifferentlaterButtheycan’treallyunderstandthecallcenterTheyusuallycopythewayofforeigncompaniesblindlywhichresultsinfailureI

3、nthisthesis，abundantactualcasesarestudiedinconserderingthreeaspectsofcal]center：planconstruction＆operationandsomevaluab]eandusefulconchsionsaredrawn]nthispaperthemainworkisasfollow：1Statethedevelopedhistoryandcurrentsitu

4、ationofcallcenterandthreeaspectsofresearchingworkarebroughtforward，2Researchaboutplanofcalicentera)Stepsforplanninganewcallcenter：overallplan，demanddefinition，implement&verify：thisconclusionisdrawnthroughcasestudyoftobac

5、cocalicenterb)CompareselfsupportingwithoutsourcinginfeaturesandfinanceThewaywechoosemustmatchthedemandofourowncompanies3Researchaboutconstructingcallcentera)Statearchiteetureofcal]centerITsystemb)Principlesofchoosingthec

6、onstructingmode：centralizationordecentralizationc)Casestudy：howtointegratecallcenterwithCRM4Researchaboutoperationsmanagementincallcentera)Sometrifles：10wleveloperationsmanagementofcallcenterresultsnfalureb)Methodofproce