论文部分内容阅读
客户是企业的生命之源,伴随着电脑及互联网技术的不断普及与发展,技术正在改变着各公司的客户服务方式,集成了各项先进硬件技术打造的呼叫中心(CallCenter),更多的是需要管理体系和软体系的健全和完善,IVR、CRM、KM开始更多的映入客户服务管理者的眼帘和头脑,而技术服务型的互联网公司,因其本身所具的技术优势逐步成为客户服务的先导者。本文主要从客户服务部门的知识体系的建立和管理方面展开介绍,依据于笔者在实际运营管理一家互联网服务企业的客户服务中心的经验总结,希望能给更多客服团队的运营管理者在知识体系建立方面一些启发和帮助。
Customer is the source of enterprise’s life. Along with the popularization and development of computer and Internet technology, technology is changing the way of customer service of each company and integrates the call centers built by advanced hardware technology. More Need management system and software system sound and perfect, IVR, CRM, KM began to reflect more customer service managers eye and mind, and technology-based Internet companies, because of their own technical advantages and gradually become customers Service leader. This article mainly introduces the establishment and management of customer service department’s knowledge system. Based on the author’s experience in the actual operation and management of an Internet service company’s customer service center, I hope to give more customer service team operations managers in the knowledge system Build some inspiration and help.