呼叫中心数字化管理.docx

呼叫中心数字化管理 Call centres are becoming increasingly sophisticated, digital management, and KPI management is an effective management tool. Usually, call center operations managers make KPI index by decomposing operation target, through KPI index to guide position on behalf of behavior, so as to achieve to complete the project operation objectives. Most of the call center and position the operating system, call center integration system and powerful operation management system for data support, so for digital management laid a good foundation. KPIs English name is Key Performance Indications that refers to the Key Performance indicators (kpis), is a process through the organization of the input, output, the Key parameters setting, sampling, calculation and analysis, a target typePerformaneeoperational target type Performanee operational Performanee index, is the enterprise* s strategic goals into vision tool, is the foundation of the enterprise management system. The kpis accord with an important principle of management 一一 〃the〃 eight principles 〃? In the value creation process of an enterprise, there is a 〃20/80〃 rule, which means that 20 percent of the skeleton people create 80% of the value of the enterprise. And the same applies to every employee, with 80 percent of the work done by 20 percent of the key behaviors. Therefore, it is necessary to take 20% of the critical behavior and analyze it and measure it so that it can capture the focus of the performance evaluation. ; Each call center has its own KPI index, which varies from one to more than one hundred, some to only three or five. Here are 20 KPI indicators that are commonly used? These KPI indicators are derived from the consumer quality monitoring center at the university of pudu in the United States. Professor Anton presented 23 digital specification indexes related to customer service center operations, according to the current industry software and hardware development and experience in the company, to mo