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市场催生产品升级,有迹象表明,传统呼叫中心市场正在经历“以产品为中心”到“以客户为中心”的转变,产品种类及价格已经不再是企业间竞争的热点,“同质化”竞争时代来临,“客户”已成为企业争夺焦点,如何去发现、保持客户并深度挖掘其利益已成为企业追求的目标和梦想。基于对广大企业客户日益增长的对客户服务品质提升的迫切需求及分析,目前的呼叫中心市场迫切需要CRM思想与呼叫中心技术的融合,需要成熟而完整的产业链和产业链的整合者。未来企业级呼叫中心解决方案将满足各行业对于提升客户关系的差异化需求,并能和系统集成商、咨询商、平台提供商密切结合,推动企业级呼叫中心市场的良性发展。
There are indications that the traditional call center market is experiencing a shift from “product-centric” to “customer-centric”, and product categories and prices are no longer the hot spots for competition among enterprises. The era of “homogeneity” competition comes, “Customer” has become the focus of business competition. How to find, keep customers and explore its benefits has become the goal and dream pursued by the enterprise. Based on the urgent need and analysis of the ever increasing customer service quality for the majority of corporate customers, the current call center market urgently needs the integration of CRM ideas and call center technologies, and requires mature and complete industrial chain and industrial chain integrators. The future enterprise-class call center solution will meet the needs of various industries to enhance the differentiation of customer relationships, and system integrators, consultants, platform providers and closely integrated to promote the healthy development of enterprise-class call center market.