Key application technologies of call centers

Author: Li Yue
Publisher:
Publish Date: 2005-05-01
Features: This book combines the basic concepts and development trends of call centers to comprehensively and deeply explore the key technical issues in the practical application of call centers in telecommunications operation enterprises. The book consists of 6 chapters. The first two chapters briefly introduce the concept, functions, development, and current research status of call centers, analyzing the relationship between call centers and customer relationship management. Chapters 3-5 focus on the key application technologies of call centers, including the distribution of call centers, the functions and access methods of call centers, the operation, performance, and management of call centers. Finally, it systematically introduces the specific situations of call center construction and implementation in China's telecommunications operation enterprises. This book is suitable for a broad range of technical personnel engaged in call center research, development, construction, and operation, and also serves as a reference for managers of telecommunications operation enterprises.