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当前,移动互联网浪潮对电信运营商传统的客服体系和服务能力都提出了全新的挑战。如何正确认识并应对挑战,持续提升客服能力,优化客户感知,把服务能力打造成企业的核心竞争力,正越来越成为各家运营商关注的焦点。移动互联网是ICT产业融合发展的大方向。相关技术的日益成熟、业务应用的日新月异、用户
At present, the wave of mobile Internet poses entirely new challenges to the telecom operators’ traditional customer service system and service capabilities. How to correctly understand and respond to challenges, continuously improve customer service capabilities, optimize customer perception and make service capabilities into the core competitiveness of enterprises are increasingly becoming the focus of every operator. Mobile Internet is the general direction of the integration of ICT industry development. Related technologies are increasingly mature, rapid changes in business applications, users