第七章客服管理中心之系統規劃與建構 -以AvecCRM為例

第七章客服管理中心之系統規劃與建構 -以AvecCRM為例
總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.1 The System Conception of AvecCRM
Chapter 7 Design & Develop a Custom Service System, Case Study: AvecCRM 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.1 AvecCRM系統概念資訊科技發展 Voice Video 資料、語音、影像架構發展獨立應用程式整合困難 Cable DSL
PBX TDM Circuits Voice Mail IP Web DSL Cable Dial ISDN Extranet E-Commerce H.320 Room-Based H.323 Desktop Video Voice 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

Information Technology Development
7.1 The System Conception of AvecCRM Information Technology Development Data, voice, and video structure are developed independently. It is difficult for the application programs to integrate. Video PBX TDM Circuits Voice Mail IP Web DSL Cable Dial ISDN Extranet E-Commerce H.320 Room-Based H.323 Desktop Video Voice 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.1 AvecCRM系統概念資訊技術應用整合 Data Packetized Voice Video
目標：高彈性、具轉換、資料整合之能力應用程式架構 Packetized Voice IP Web DSL Cable Dial ISDN Extranet E-Commerce IP Phone Network PBX Internet Call Center Data Video 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

IT application and integration
7.1 The System Conception of AvecCRM IT application and integration Goal: an application program structure with high flexibility, easy data exchanging, and data integration Packetized Voice IP Web DSL Cable Dial ISDN Extranet E-Commerce IP Phone Network PBX Internet Call Center Data Video 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.1 AvecCRM系統概念 CRM技術發展史 Source: Gartner Group Visibility CRM 1999
CRM Analytics Personalization Contact Center CRM - early 2001 WAP Segmentation Web Collaboration Call Center Universal Queue ACD SFA VoIP CMS EAI Self- Service Web Measurement E Mail Mkt DB Mktg. Loyalty Schemes Customer Feedback PRM CRM - late 2001 ASP’s CRM Early 1990’s Peak of Inflated Expectations Technology Trigger Trough of Disillusionment Slope of Enlightenment Plateau of Productivity Maturity 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

CRM technological development trend
7.1 The System Conception of AvecCRM CRM technological development trend Source: Gartner Group Visibility CRM 1999 CRM Analytics Personalization Contact Center CRM - early 2001 WAP Segmentation Web Collaboration Call Center Universal Queue ACD SFA VoIP CMS EAI Self- Service Web Measurement E Mail Mkt DB Mktg. Loyalty Schemes Customer Feedback PRM CRM - late 2001 ASP’s CRM Early 1990’s Peak of Inflated Expectations Technology Trigger Trough of Disillusionment Slope of Enlightenment Plateau of Productivity Maturity 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.1 AvecCRM系統概念電話客服中心(Call Center)
電腦電話整合系統(Computer Telephony Integration, CTI) 將電腦、語音、傳真、通信、網路以及資料庫等技術作整合運用的一種服務方式。使電腦與電話在從事客服作業時同步顯示客戶資料，使客服人員能提供更精確更即時更完整的客服服務，進而提高顧客滿意度並提升企業形象。總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

Computer Telephony Integration, CTI
7.1 The System Conception of AvecCRM Call Center Computer Telephony Integration, CTI Computer telephony integration (CTI) enhances the capability and flexibility of the switches or the network end equipment by computer technology. CTI provides a better user interface compared with the traditional telephone interfaces that merely offer limited access methods through keypads. (Chou, 2000) 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.1 AvecCRM系統概念網站模組架構圖總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

The web-based AvecCRM functional modules
7.1 The System Conception of AvecCRM The web-based AvecCRM functional modules 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

Back-end System Integration
7.1 AvecCRM系統概念 AvecCRM Architecture Data Mining Fax Web Wireless Voice Agent Customer Kernel Module Data Warehouse CTI Server IVR ACD Auto Dialing Fax Scheduling Web Applications Dynamic Agent Screen Popup Customer/Service Data Bank and Analysis Charts Customer Contact Log On_line Chat Web-based Fax Module Web-based Module Back-end System Integration ERP PDM SCM APS 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

Back-end System Integration
7.1 The System Conception of AvecCRM AvecCRM Architecture Data Mining Fax Web Wireless Voice Agent Customer Kernel Module Data Warehouse CTI Server IVR ACD Auto Dialing Fax Scheduling Web Applications Dynamic Agent Screen Popup Customer/Service Data Bank and Analysis Charts Customer Contact Log On_line Chat Web-based Fax Module Web-based Module Back-end System Integration ERP PDM SCM APS 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.1 AvecCRM系統概念 CRM流程模式廣泛從各接觸點收集顧客資料將顧客資料統一儲於資料庫中顧客資料分析、彙整
相關人員存取顧客資料 (面對面溝通) (網際網路) (電子郵件) (電話服務) 目標行銷及營運績效顧客服務及支援顧客關係建立顧客忠誠及價值拓展 (傳真服務) 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

The model of the CRM processes
7.1 The System Conception of AvecCRM The model of the CRM processes ( ) (telephone service) (communicate face to face) (internet) (fax service) Collect customers’ data widely form all connection way Store customers’ data in the database Collect and analyze the customers’ data Relevant personnel save and load customers’ data Customer service and technical support Target marketing and business achievement Customer relationship establishment Customer loyalty and value expansion 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

Unified Messaging In-and-Out Box
7.1 AvecCRM系統概念整合性客服中心架構 Messages Voice Messages Faxes Messages Web Messages Universal Message Store Unified Messaging In-and-Out Box AvecCRM Application Server User Access Points Fax Telephone Wireless VoIP Web Multiple Access Points and Media for a Given User 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.1 The System Conception of AvecCRM
The structure of the integrated customer service center Messages Voice Messages Faxes Messages Web Messages Universal Message Store Unified Messaging In-and-Out Box AvecCRM Application Server User Access Points Fax Telephone Wireless VoIP Web Multiple Access Points and Media for a Given User 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.1 AvecCRM系統概念 CRM 的挑戰與瓶頸游離顧客掌握客戶資訊困難需整合不同管道資訊不僅是資訊技術企業系統整合
核心顧客掌握客戶資訊困難需整合不同管道資訊不僅是資訊技術企業系統整合單一需求管理作業流程整合與市場行銷結合整合顧客價值與產品服務成本控制游離顧客亞頌「AvecCRM 先進顧客服務管理系統」，為整合網際網路與通訊技術之最新CRM解決方案總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

The Challenges of CRM 7.1 The System Conception of AvecCRM loyal
customers The difficulties of managing customer’s profile The data derived from various channels Not just the information technology implementation Enterprise application integration (Different back-end system integration) Cost issue (Return of Investment) General customers The goal of ‘AvecCRM’ is to provide the cost-effective solutions for enterprises to achieve the best customer services 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述電腦電話整合(CTI)控制中心（主控台）優點: 簡易設定介面彈性化語音流程設定資料庫連線正確之圖示

The icon shows CTI is connected to the correct database
7.2 System Functions CTI (Controller) Advantage: Friendly and simple Interface Flexible CTI configurations The icon shows CTI is connected to the correct database 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述電腦電話整合(網站應用功能）來電及時顯示線上分機即時監控機制傳真功能網站電子郵件模組無線網路整合功能模組
群組管理會員帳號管理功能目錄設定總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 System Functions CTI (website applications) Screen pop up
on-line extension control module Fax module Website module Wireless network integration module Group managing module Member ID manage module Functions contents setup 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述來電及時顯示優點：客戶來電資料即時顯示具備線上即時錄音機制勾選方式處理客服內容減少人員打字時間總編審：張瑞芬
作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 System Functions Screen pop up Advantages:
Pop up the telephone number of customers Possess the on-line recorder Checkbox reduce the typing time when the personnel providing customer service 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述線上分機即時監控機制優點：跨域型網路即時監控機制了解分機人員來電處理時間客戶來電資料總編審：張瑞芬

7.2 System Functions On-line extension monitor and control module
Advantages: extension monitoring and controlling Understand that each call spend how much time to personnel Customer's calling data 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述傳真功能優點：提供線上收發傳真機制，隨時隨地皆可透過瀏覽器接收、發送傳真。
提供傳真排程機制與自動發送機制，節省時間提供完整發送、接收紀錄總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 System Functions Fax module Advantages:
Provide on-line sending and receiving functions, therefore, users can send and receive fax every time, every where. Provide schedule function of sending fax and auto-send function, saving time. Provide completely send and receive records 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述傳真功能總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 System Functions Fax module 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述網站電子郵件模組總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 System Functions Website email module 總編審：張瑞芬

7.2 系統功能描述網站電子郵件模組優點：提供Web mail方便使用者管理郵件。自動信件回覆，節省客服人員操作時間。

7.2 System Functions Website email module Advantage:
Provides Web mail function, makes mail management more convenient to users. Auto mail receiving function can save personnel operation time. 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述網站電子郵件模組總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 System Functions Website email module 總編審：張瑞芬

7.2 系統功能描述無線網路整合功能模組 Web application server Database server
WAP browser WSP HTTPS / SSL WML Web application server WAP gateway JDBC/ SQL Database server 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 System Functions Wireless network integration module
WAP browser WSP HTTPS / SSL WML Web application server WAP gateway JDBC/ SQL Database server 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述無線網路整合功能模組總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 System Functions Wireless network integration module 總編審：張瑞芬

7.2 系統功能描述群組管理優點：人性化操作介面方便管理群組化權限控管提升操作效率總編審：張瑞芬

7.2 System Functions Group managing module Advantages:
Friendly interface is convenient to manager. Organized group authority manage improving operative efficiency. 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述會員帳號管理優點：提供會員一方便維護個人資料機制客服人員可快速增加使用者總編審：張瑞芬

Member ID managing module
7.2 System Functions Member ID managing module Advantages: provide members a convenience to maintain personal data. Customer service personnel can increase users fast 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述功能目錄設定優點：提供彈性化操作介面可設定不同權限之功能操作等級總編審：張瑞芬

Functions contents setup
7.2 System Functions Functions contents setup Advantages: Provide a flexible configure interface Can set different functions enable to Every user. 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述多管道服務資料記錄提供以下查詢機制，方便管理者檢視客服中心運作現況：新進來電記錄歷史來電記錄總編審：張瑞芬

Multiple channels service data record
7.2 System Functions Multiple channels service data record Provide the following functions and help the administrator inspect the situation of the call center: Newly call record Historical call record 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述多管道服務資料記錄提供以下查詢機制，方便管理者檢視客服中心運作現況：來電客服紀錄新增顧客資料總編審：張瑞芬

Multiple channels service data record
7.2 System Functions Multiple channels service data record Provide following search engine to help administrator inspect the situation of the call center: Call record Newly customer’s data 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 System Functions 資料倉儲與報表統計優點：提供趨勢分析，掌握未來趨勢
提供報表綜合查詢，方便管理者檢視各管道運作情形強化顧客滿意分析，以評估客服中心績效表現總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 System Functions Data storage and statistics report generation
Advantage: Provide trend analysis and help to grasp the future trend Provide the report form and help the administrator inspect every channel operation situation Use customer satisfaction analysis to assess the performance of the call center 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述資料倉儲與報表統計總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述資料倉儲與報表統計優點：提供管理者一便利之查詢介面視覺化查詢介面協助管理者決策處理總編審：張瑞芬

Advantages: Provide administrator a convenient search interface Visualized search interface help decision making 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

資料倉儲與報表統計 - KPI of CRM Center
7.2 系統功能描述資料倉儲與報表統計 - KPI of CRM Center 服務水平失話率、話務率平均處理、顧客等待、閒置時間投訴率客戶滿意度 CSij = CS1ij * w1 + CS2 ij * w2, where w1+ w2 =1, 0≦ w1, w2 ≦ 1, i =1,…,m, j=1,…,n 服務人員滿意度話務成本話務收益預測工作量與實際工作量的偏差預測工作人員與實際工作人員的偏差總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

Data storage and statistics report generation- KPI of CRM Center
7.2 System Functions Data storage and statistics report generation- KPI of CRM Center Service level Call abandoned rate, traffic rate Mean treatment time, customer waiting time, idle time Complain rate Customer satisfaction CSij = CS1ij * w1 + CS2 ij * w2, where w1+ w2 =1, 0≦ w1, w2 ≦ 1, i =1,…,m, j=1,…,n Service personnel satisfaction Cost of traffic Benefit of traffic Bias between forecast and actual loading Bias between forecast and actual personnel quantity 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

資料倉儲與報表統計 - CRM Center群集分析
7.2 系統功能描述資料倉儲與報表統計 - CRM Center群集分析 Data Classification 是根據資料的屬性和一些預先建立的規則(Rule)來將資料分類。事前必先對資料的結構有一定的了解才能實行。 Data Clustering 它不需要了解資料庫中的資料特色和結構，就能把資料分類。總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 System Functions Data storage and statistics report generation- Cluster analysis of CRM Center Data Classification Classify the data according to the attribute of the data or some rules set up in advance. Must have certain knowledge of structure of the data to implement first in advance. Data Clustering It can classify the materials without finding out about the data characteristic and structure in the database. 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述資料倉儲與報表統計 -資料分類此類顧客祇是利用門號優惠方案購買更便宜的手機假如顧客 . . .
同一個帳號裡只有一個手機而且加入門號新機優惠方案而且屬於高手機更換率者則他們極有可能在三個月後流失 (60.1%). 此類顧客祇是利用門號優惠方案購買更便宜的手機總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

Data storage and statistics report generation- data classification
7.2 System Functions Data storage and statistics report generation- data classification If the customer... only has a cell-phone in an account Join the new favorable scheme of cell-phone number with cell-phone And he is the high changing rate person of cell-phone Then it is possible in the loss after three months for them (60.1%). This kind of customer only utilizes the favorable scheme to buy the cheaper cell-phone 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述資料倉儲與報表統計 -資料叢集利用顧客基本資料相似性，將人分群，進行區別化
真實世界上難以達到真正的一對一，可以透過群集分析進行多對多總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

Data storage and statistics report generation- Data clustering
7.2 System Functions Data storage and statistics report generation- Data clustering Cluster customers by using the Similarity of customers’ data. 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述線上諮詢對談優點：提供客服人員與顧客一線上對談管道完整歷史線上對談記錄，強化資料分析能力。總編審：張瑞芬

7.2 System Functions Online chat server Advantages:
Provide customer service personnel and customer to the channel that can discussion online The completely online discussion record can strengthen the analytical capacity of the data. 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述線上諮詢對談總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 System Functions Online chat server 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.2 系統功能描述資料備援機制運作方式：語音資料備份功能模組硬體硬碟鏡射功能資料庫資料定期自動備份功能總編審：張瑞芬

7.2 System Functions Data backup Operation model:
Voice data backup function Hard disk mirror function The database materials are backed up fixedly automatically 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.3 系統建構與使用流程 CRM系統建置程序群組及使用者設定語音流程設定設定快速鍵網站系統基本資料建立總編審：張瑞芬

CRM system setup processes
7.3 System setup and operation procedure CRM system setup processes Setup groups and users Setup voice process Setup hotkeys Establish website system and basic system data 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.3 系統建構與使用流程 CTI設定流程優點：提供彈性化參數設定彈性化日夜間群組設定彈性化分機使用者管理與分機設定
資料庫連線正確之圖示優點：提供彈性化參數設定彈性化日夜間群組設定彈性化分機使用者管理與分機設定彈性分機功能鍵設定彈性化分機忙線與無人回應設定彈性化語音流程設定總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

The icon shows CTI is connected to the correct database
7.3 System setup and operation procedure CTI setup processes Advantages: Provide flexible Parameters setting Provide flexible day and night group setting Provide flexible extension setting and extension user setting Provide flexible extension function key setting Provide flexible extension busy and nobody response settings Provide flexible voice process setting The icon shows CTI is connected to the correct database 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.3 系統建構與使用流程 CTI設定流程-群組及使用者設定部門群組白天設定夜間設定郵件設定總編審：張瑞芬

CTI setup processes- setup groups and users
7.3 System setup and operation procedure CTI setup processes- setup groups and users Group of Department Day settings Night settings settings 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.3 系統建構與使用流程 CTI設定流程-語音流程設定撥放語音以群組撥號直撥分機號碼連結總機流程返上掛斷總編審：張瑞芬

CTI setup processes- setup voice process
7.3 System setup and operation procedure CTI setup processes- setup voice process Show the voice recording Dial with one group of groups Dial extensions directly Link the telephone exchange Return to Last step Hang up 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.3 系統建構與使用流程 CTI設定流程-設定快速鍵內線分機功能說明直撥總機直接與總機線接通代接
說明直撥總機直接與總機線接通代接當有分機響鈴而無人去回應時，另一分機可以代替該分機，將此分機轉至此線路，接起通話。撥外線連結外線實體線路，進行撥號動作。聽留言可利用話筒聽取留言。三方通話讓外線及兩個內線同時進行通話。轉接在與外線來電者通話時，按下話機上的Flash鍵，再按分機號碼，可將該外線轉至其他分機。總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

CTI setup processes- setup hotkeys
7.3 System setup and operation procedure CTI setup processes- setup hotkeys Functions Function explanation Dial the tel. exchange Converse with the telephone exchange directly Replace When there is a extension nobody answer, another extension can replace this extension to connect and converse Dial out Dial to the outside line Hear message Listen to voice message by extensions. 3rd converse Let outside line and two extensions converse at the same time. Switch When converse with the outside line caller , push the Flash key on the microphone , press the extension , can shift this outside line to other extensions。總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.3 系統建構與使用流程系統基礎資料建構資料庫連線網站客服系統閒置客服處理原因設定總編審：張瑞芬

Establish basic system data
7.3 System setup and operation procedure Establish basic system data Database connection Website customer service system idle settings Establish the customer service requests reasons 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

7.3 系統建構與使用流程系統使用評估改善思考評核資源客服系統工作負載量群組及分機的話務量統計表擴增語音卡等候線報表
提供多元化的語音資料查詢服務群組分配狀況客服人員服務品質評核資源群組及分機的話務量統計表等候線報表來電記錄報表分機即時監控介面總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

The system using and assessing
7.3 System setup and operation procedure The system using and assessing How to Improve? loading of the customer service Add voice card Provide pluralistic voice data searching service the state of groups distributes serve quality of Customer service personnel Access resources The traffic amount statistical forms of groups and extensions Queuing line statistical forms Calling record forms The extension controls interfaces 總編審：張瑞芬作者：張力元、姚銀河、侯建良、何佩勳、許芙瑲

第七章客服管理中心之系統規劃與建構 -以AvecCRM為例

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第七章 客服管理中心之系統規劃與建構 -以AvecCRM為例

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第七章客服管理中心之系統規劃與建構 -以AvecCRM為例

Presentation on theme: "第七章客服管理中心之系統規劃與建構 -以AvecCRM為例"— Presentation transcript: