“电子商务时代,最能把企业和其竞争对手区别开的,不是产品,也不是技术,而是企业和客户之间的关系”。当今社会竞争日趋激烈,客户服务成为企业安身立命的法宝。有越来越多的企业认识到呼叫中心在改善客户关系,节约企业成本中所扮演的重要角色。国内的呼叫中心也得以御乘“市场需求”之风,其应用方兴未艾。电信 “In the age of e-commerce, the best way to differentiate an enterprise from its competitors is not the product, nor the technology, but the relationship between the enterprise and the customer.” In today’s increasingly competitive society, customer service has become a magic weapon for businesses to settle down. More and more enterprises recognize that call centers play an important role in improving customer relationships and saving enterprises costs. The domestic call center has also been Royal “market demand” style, its application in the ascendant. telecommunications