查詢結果分析
來源資料
頁籤選單縮合
題名 | 客戶服務中心排班管理系統=Workforce Management in Call Center |
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作者 | 李美雯; 何元榕; 陳家媛; Li, Mei-wen; Ho, Yuan-jung; Chen, Chia-yuan; |
期刊 | 電信研究 |
出版日期 | 20010400 |
卷期 | 31:2 2001.04[民90.04] |
頁次 | 頁219-228 |
分類號 | 557.71 |
語文 | chi |
關鍵詞 | 客戶服務中心; 排班管理系統; 電腦與電話整合; 語音服務系統; 交換機; 圖形使用者介面; Call center; Workforce management; Computer telephone integration; CTI; Interactive voice response; IVR; Private branch exchange; PBX; Graphical user interface; GUI; |
中文摘要 | 電信市場正面臨強大的競爭壓力,保持良好的客戶關係與積極開發新客源,一直是中華電信公司(以下簡稱本公司)非常重視的課題。而經由多種媒介直接與客戶接觸的客戶服務中心(Call Center)在此項工作中,肩負起主要的任務。本公司規劃有效率及單一服務窗口的客戶服務中心,經由「客服中心(Call Center)應用技術專案計畫」(以下簡稱本計畫)的實際規劃與建設,已經於桃園成立了中華電信公司第一個「電腦與電話整合」(CTI)的客服中心示範區,提供客戶高效率的服務品質。 桃園區的客戶服務中心具有多個值機地點,值機人員分散在不同的值機地點工作,系統管理者除了需要掌控各值機點的人員數量外,還需要考慮所有值機人員不同的工作時段,以及夜間與假日的特別排班規則等。諸如此類的繁雜因素實在不勝枚舉,如果採用人工方式排班,其困難度是可想而知的。本計畫為桃園客戶服務中心規劃了一套電腦自動排班系統,簡化了非常複雜的排班規則與程序。排班管理系統除了提供自動排班功能外,還提供了查詢及修改之功能。本文包含客戶服務中心排班管理系統之需求與分析,並詳細說明排班管理系統之功能。 |
英文摘要 | Facing the challenge of competition telecommunication market, Chunghwa Telecom Co., Ltd has been taking great value in maintaining good customer relationships and developing new client markets. For such purpose, a call center, which provides direct communication with customers via various media, could take up great responsibility. Our company plans to set up efficient and integrated call centers in different branch companies of Taiwan. “Call Center Application Techniques Project” builds up the first CTI-based call center of Chunghwa Telecom Co., Ltd in Tao-Yuan, and provides customers highly efficient service quality. The Call Center in Tao-Yuan maintains many working sites, and agents are stationed on different sites. Besides the number of agent on each site, system manger also has to consider different working time slots for each agent, and peculiar rules for nightshift and holiday scheduling. There are a lot of special scheduling rules, and it would be very complicate and difficult for manually manage a shift schedule. Based on such complicated rules, our project deploys a computerized automatic workforce management system, and provides the functions of query and modification. This paper contains the requirements and analyses of Call Center workforce management system, and providing the detailed description of the functionality of workforce management system. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。