客服中心管理人员交流.pdf

客服中心 管理人员交流 Proprietary Confidential 交流目录 客服中心的运营管理 客服中心的质量管理 客服中心的培训管理 Proprietary Confidential Call Center/Contact Center的定义 是一套人员、流程、技术和策略的有机协调系统， 通过适当的沟通渠道获取企业资源，进行有效的交 互协作，为客户和企业创造价值. A coordinated system of people, processes, technologies and strategies that provides access to organizational resources through appropriate channels of communication to enable interactions that create value for the customer and organization. - ICMI 2003 Page 3 Proprietary Confidential Call Center/Contact Center 的管理艺术是... …在适当的时间安排适当数量的具备适当技能的人力资 源和系统资源，来处理经过准确预测的工作量，并保 持服务水平和服务质量。 …the art of having the right number of properly skilled people and supporting resources in place at the right times to handle an accurately forecasted workload, at service level and with quality. - ICMI 2003 Page 4 Proprietary Confidential Call Center的专业名词学习（一） •CCC - Customer Care Center 客户关注中心 •CRM - Customer Relationship Management 客户关系管理 •CSR - Customer Service Representatives 客户服务代表 •TSR - Telemarketing Service Representatives 电话营销代表 Page 5 Proprietary Confidential Call Center的专业名词学习（二） •CTI - Computer Telephony Integration 电脑电话集成 •ACD - Automatic Call Distribution