在当今瞬息万变的社会中,企业只有不断提高自身的服务水平和工作效率才能在激烈的市场竞争中立于不败之地。呼叫中心技术作为现代化的顾客服务手段,将计算机技术和通信技术有机地结合在一起,从而将企业以顾客为本的发展战略提升到一个全新的高度。近几年来,在西方国家,呼叫中心对各类公司的运作都带来了直接的效果,并产生了重要的正面影响。尽管电子通信作为一种有效的商业工具能使公司与众不同,但是它未能充分发挥创造名牌产品效应的商业作用。如何才能将这种商业作用充分地发挥出来?回答是建立一个能够反映公司长远战略规划和上层领导在技术选择过程中所承担责任的决策 In today’s rapidly changing society, companies can only be invincible in the fierce market competition by constantly improving their own service levels and work efficiency. As a modern customer service method, call center technology integrates computer technology and communication technology organically, thus lifting the company’s customer-oriented development strategy to a new level. In recent years, in Western countries, call centers have brought direct effects to the operation of various companies and have had an important positive impact. Although electronic communications can make a company unique as an effective business tool, it fails to fully exploit the commercial role of creating brand-name product effects. How can we fully use this kind of business function? The answer is to establish a decision that can reflect the long-term strategic planning of the company and the responsibilities of the upper-level leaders in the process of technology selection.