The Design And Implementation Of Call Centre Knowledge Base System

Call Centre Knowledge Base (CCKB) provides the enterprises with management of the whole procedure of information accumulation, search, integration, evaluation, amelioration.CCKB can help speeding up the increment of company information collecting, sharing the knowledge, adding on the content percent of technical in the production, standardizing the service offering to customs and sampling the training which Account Executive needed, sequentially enhancing the custom's satisfaction and loyalty level to ensure the development of the company.CCKB system has two subassemblies: server and client. The techniques needed to build up the server involve Web server, data base access, and such related to Full Text Retrieval, while the HTML, DHYML, JavaScripts. etc about for Webpage designing and making are needed for client setup.Our system is developed with Java. The popular MVC mode is applied for the system structure, within which the Struts is used for presentation layer, Spring is used for service layer, and Hibernate is used for persistence layer.The primary content of the paper is about:1,Based on the analysis of typical pattern of web program developing, and the characteristic of the Knowledge Base used by author, raising the developing pattern and software deploying scheme of CCKB serving in WEB environment.2,The detail of the realization of the whole system with Java language.3,The requirement analysis, function level design, the class designation, program install guide and the system expanding method.On now stage, thousands of call central information had been collected in this system, which can offer convenient search, more information gathering, and individuation information designation. Together with the development of call central industry, the information knowledge base management system will be used in much wilder fields.