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随着通信技术和计算机技术的发展,呼叫中心已经成为新的运营管理模式。本文根据呼叫中心发展过程,呼叫中心应用特点,设计铁路呼叫系统的总体架构和平台规划,并且提出呼叫中心的运营管理目标,呼叫中心组织结构,以及实施步骤。
With the development of communication technology and computer technology, call center has become a new mode of operation and management. This paper designs the overall architecture and platform planning of the railway call system according to the call center development process and the application characteristics of the call center, and proposes the operation and management objectives of the call center, the call center organizational structure, and implementation steps.