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向客户提供优质服务已经成为企业发展客户、确立竞争优势的重要手段。呼叫中心凭借其在客户服务的优势,已逐渐站在企业客户关系管理的最前端,成为企业进行客户关系管理的重要执行部门。针对我国呼叫中心业的发展现状,分析了其在企业客户关系管理中的作用及存在的问题,由此就如何提升呼叫中心客户管理的能力提出了对策和建议。
Providing quality services to customers has become an important means for companies to develop customers and establish competitive advantages. With its advantages in customer service, call centers have gradually taken the forefront of enterprise customer relationship management and become an important executive department for enterprise customer relationship management. In view of the development status of China’s call center industry, this paper analyzes its role and problems in enterprise customer relationship management, and proposes countermeasures and suggestions on how to improve call center customer management capabilities.