Bank Customer Service Center Planning and Construction

Author: Li Nong
Publisher:
Publish Date: 2005-02-01
Features: "Banking CRM Theory and Practice," "Bank Customer Service Center Planning and Construction," and "Bank Customer Service Center Operations Management" are part of the specialized series (Banking Industry) of the "Customer Service Center Technology and Management Series." Starting from basic marketing theories, the series summarizes and analyzes the past, present, and future of bank customer service centers both domestically and internationally, demonstrating strong industry relevance. The series conducts in-depth discussions from a multi-dimensional and integrated perspective. It begins by analyzing the logical and physical connections between businesses and customers, then discusses planning, construction, and operational management in relatively independent yet interconnected segments. While examining business needs, it explores technological advancements; while summarizing international experiences, it introduces the domestic practical environment. Alongside conceptual explanations, it proposes concrete and actionable methods. The authors of this series are either experienced banking technical professionals, seasoned industry operation management experts, or key figures in the domestic integration industry. As a result, the content is rich in practical experience and includes authoritative materials from both domestic and international sources.
This book focuses on the planning and construction practices of bank customer service centers in China, combining case studies from multiple domestic bank customer service centers. It systematically introduces readers to the development, planning, and construction processes of China's bank customer service centers from aspects such as project implementation, technological advancements, business applications, management frameworks, and risk control. The authors of this book are experts and key figures with years of experience in the construction and management of bank customer service centers in China, making it highly practical and targeted. It is not only suitable for bank managers, customer service center supervisors, and practitioners but also serves as a reference book for university and graduate students.