| Today many enterprises have been cognizant of essentiality of customers, CRM (Customer Relationship Management) which is focused on customer has come into being along with advancement of science and technology at the same time, and Call Center has become hardcore of CRM as a approach of communication between enterprise and customer. It integrates computer into communication using CTI (Computer Telephone Integration) technology. Customer can get information easily by Call Center, thereby ameliorating quality of service, enhancing power of competition, reducing expenses of management, and serving customer all day, because it has advantages that traditional customer service can not compare, it is welcomed by modem enterprises. In this paper, based on mobile communication customer service system I analyzed the principle and structure of Call Center and workflow etc, specially connection between downstage client and background database server, designs for database, designs of general support and department.
|
PDF Full Text Request