上海声通呼叫中心知识库管理系统

通过对服装的介绍和欣赏，提高对服装文化的审美水平。通过对服装设计练习，培养学生对色彩知识、图案基础知识的综合运用能力3、通过服装设计和表演，激发和提高学生追求美、发现美、创造美的热情和能力emotionalBecauseoftheguerrillaforcesinthesurroundingareahavebeenwithdrawn,activitiesintheLake'sChengWanjunalsorefugeinJapanese,ZhuXiforcesbecamethepuppettoattackkeytargetsEvepuppetattackinginWuzhen,facetheproblemoftheretreatwastomeettheenemy,inadebatewithintheleadership,somebelievethattheelves,concentrateasuperiorforce,surelydo,earlytransferisthebestwaytoreducelosses.DeputyCommanderWangHesongimpassionedstatement:Wuzhenhold,isourmilitary'sduty!Ihavewinaseriesofvictories,morale,Wuzhenbattletovictory,fightthisbattle,aChinesemiracleinthehistoryofguerrillawarfare.CommanderZhuXididnothavemuch,butthefinalword.OnNovember5,weflewoverthetownforseveraldays,bombbursts,tremblingmoantranquiltowninthewar.Peoplehavethefeelingofacatastropheinthetown.6threconnaissancearoundthecommandpersonnelbroughtanurgentintelligence,town-widepanic,inthefaceofnewsoftheJapaneseattacktown,toavoidthescourgeofwar,themajorityofpeopleyoungandoldfledtothecountrysideinthetown.Alsohardtofindaboatintheriver.Pastthebustlingtownjustseemsadesertedanddesolate.7thdayinimplementinglow-levelflightsoverthetown,fired.Thatnight,theElvesattackWuzhenconfirmedinformation.Night,burstsofgunfirecomingfromthedistance,reportedlyisDeputyCommanderWangHesongXuMiaocameNanxunsniperassaultoftheElves.8th,thesituationismoresevereinthetown.Oneafternoon,outsideEastGateandSouthGatetherewasintensegunfire.EnemyattacksbyfrustratedindependentbattalionconfrontedChenqi.Atthistime,thecommand...11th,asCommanderofZhuXi-KaiWenYongzhi,Directorof上海声通呼叫中心知识库管理系统1.概述1.1必要性随着越来越多的大企业和组织在考虑把呼叫中心作为他们和客户交流的主要渠道，呼叫中心在企业发展过程中所起的作用也越来越重要。无论从什么角度来分析，呼叫中心的业务都将在不断增长。呼叫中心的客服代表是企业客户服务系统中直接面对客户的关键人物，他们的服务态度、服务水平第一时间决定着客户对企业服务的满意度。要完成一次优质的服务，客服代表的服务态度固然要好，但服务水平才是更关键的因素。道理非常简单，客户致电的目的是要寻求专业帮助，服务人员的态度再好，如果不能解决实际问题，一定不能赢得客户满意。所以就要求客服代表在指定的时间内为客户提供正确的信息，这样不但使客服代表的压力比较大，而且要求客服代表的知识面比较广。解决这种问题的比较好方法是使用：“呼叫中心知识管理”系统。1.2坐席局限性在原有的呼叫中心系统中，客服代表在处理客户的问题时，往往会碰到这样的问题：用户可能询问的问题范围会很广泛，客服代表不一定在有限的时间的找到这些问题的答案。呼叫中心要对提供给用户的信息负责，甚至是法律责任。用户总是希望能立刻得到问题的答案。通过对服装的介绍和欣赏，提高对服装文化的审美水平。通过对服装设计练习，培养学生对色彩知识、图案基础知识的综合运用能力3、通过服装设计和表演，激发和提高学生追求美、发现美、创造美的热情和能力emotionalBecauseoftheguerrillaforcesinthesurroundingareahavebeenwithdrawn,activitiesintheLake'sChengWanjunalsorefugeinJapanese,ZhuXiforcesbecamethepuppettoattackkeytargetsEvepuppetattackinginWuzhen,facetheproblemoftheretreatwastomeettheenemy,inadebatewithintheleadership,somebelievethattheelves,concentrateasuperiorforce,surelydo,earlytransferisthebestwaytoreducelosses.DeputyCommanderWangHesongimpassionedstatement:Wuzhenhold,isourmilitary'sduty!Ihavewinaseriesofvictories,morale,Wuzhenbattletovictory,fightthisbattle,aChinesemiracleinthehistoryofguerrillawarfare.CommanderZhuXididnothavemuch,butthefinalword.OnNovember5,weflewoverthetownforseveraldays,bombbursts,tremblingmoantranquiltowninthewar.Peoplehavethefeelingofacatastropheinthetown.6threconnaissancearoundthecommandpersonnelbroughtanurgentintelligence,town-widepanic,inthefaceofnewsoftheJapaneseattacktown,toavoidthescourgeofwar,themajorityofpeopleyoungandoldfledtothecountrysideinthetown.Alsohardtofindaboatintheriver.Pastthebustlingtownjustseemsadesertedanddesolate.7thdayinimplementinglow-levelflightsoverthetown,fired.Thatnight,theElvesattackWuzhenconfirmedinformation.Night,burstsofgunfirecomingfromthedistance,reportedlyisDeputyCommanderWangHesongXuMiaocameNanxunsniperassaultoftheElves.8th,thesituationismoresevereinthetown.Oneafternoon,outsideEastGateandSouthGatetherewasintensegunfire.EnemyattacksbyfrustratedindependentbattalionconfrontedChenqi.Atthistime,thecommand...11th,asCommanderofZhuXi-KaiWenYongzhi,Directorof坐席工作紧张压力大。员工流动率高，根据PurdueUniversity1999年的呼叫中心评估报告，呼叫中心全职员工的年流动率为26％，兼职员工为33％。新员工要掌握的知识体系庞大复杂。1.3先进性实施了“呼叫中心知识管理”系统，可以带来以下的好处：降低新员工的培训时间和成本。减少呼叫处理和响应时间。提升员工士气和客户的满意度。为用户提供更准确一致的信息。面临业务流程，产品和信息变更时更高的灵活性。降低转移到二线支持或HelpDesk的呼叫数量。1.4实现功能操作员管理知识库管理统计分析搜索和浏览知识信息反馈管理CRM系统的集成2.功能分析2.1操作员管理通过对服装的介绍和欣赏，提高对服装文化的审美水平。通过对服装设计练习，培养学生对色彩知识、图案基础知识的综合运用能力3、通过服装设计和表演，激发和提高学生追求美、发现美、创造美的热情和能力emotionalBecauseoftheguerrillaforcesinthesurroundingareahavebeenwithdrawn,activitiesintheLake'sChengWanjunalsorefugeinJapanese,ZhuXiforcesbecamethepuppettoattackkeytargetsEvepuppetattackinginWuzhen,facetheproblemoftheretreatwastomeettheenemy,inadebatewithintheleadership,somebelievethattheelves,concentrateasuperiorforce,surelydo,earlytransferisthebestwaytoreducelosses.DeputyCommanderWangHesongimpassionedstatement:Wuzhenhold,isourmilitary'sduty!Ihavewinaseriesofvictories,morale,Wuzhenbattletovictory,fightthisbattle,aChinesemiracleinthehistoryofguerrillawarfare.CommanderZhuXididnothavemuch,butthefinalword.OnNovember5,weflewoverthetownforseveraldays,bombbursts,tremblingmoantranquiltowninthewar.Peoplehavethefeelingofacatastropheinthetown.6threconnaissancearoundthecommandpersonnelbroughtanurgentintelligence,town-widepanic,inthefaceofnewsoftheJapaneseattacktown,toavoidthescourgeofwar,themajorityofpeopleyoungandoldfledtothecountrysideinthetown.Alsohardtof