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題名 | 建構醫院電子化空中櫃臺客服系統=Establishing the Call Center System of E-Counter for Hospitals |
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作者 | 張振松; 柯鍚卿; | 書刊名 | 中臺學報 |
卷期 | 16:2 民93.12 |
頁次 | 頁59-71 |
分類號 | 419.2 |
關鍵詞 | 電子化空中櫃檯; 客戶滿意度; 客服系統; E-counter; Customer satisfaction; Call center; |
語文 | 中文(Chinese) |
中文摘要 | 在醫療產業競爭激烈的經營環境中,醫院要提昇競爭優勢,除了提升內部醫療與行政作業效率之外,對病患服務品質與滿意度之提升更為重要。在電子化服務潮流下,建構電子化空中櫃台客服中心,來提供病患高品質的服務是必須的。故本文以嶄新的電腦與通信科技結合醫院資訊系統與資料倉儲,建構出全方位即時性需求的電子化空中櫃檯客服系統,以提升客戶服務品質及客戶滿意度;並能主動進行行銷工作。最後,期望本研究能作為醫療產業建置客服中心之參考,且提升客戶服務品質及競爭優勢。 |
英文摘要 | In order for improving advantage of competitiveness in intense environment of medical treatment industries, it is more critical to increase QoS (Quality of Services) and satisfaction of patients in addition to raise efficiency of internal medical treatment and operations. Under trend of e-service, it is definite of setting up the call center system of e-counter to provide for the services of high qualities. In this paper, associating C&C (communication and computer) technologies with the hospital’s information systems and data warehouses is capable of providing real-time and omni-bearing responses for all medical inquiries. Therefore, it is obviously able to raise the QoS to the patients. To sum up of this investigation, it is aimed at providing the medical treatment industries more perfect customer services in order to lift the QoS and the advantage of the competitiveness. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。