Design And Implement Of Work List System In Gehua Call-Center

In recent years along with Internet, the mobile communication technology as well as the data, the voice and the video frequency transmission network three networks gathered a technological development, has brought the recent development space for the call center system application. The call-center service content, the service way, the service technology has had the huge change in each large and middle scale enterprises. The modern call center carries on the exchange as the enterprise and the customer the way, becomes the core part of in the customer service system. The call center system service gradually moved towards the network by the ordinary telephone, the means of communication not merely is the traditional telephone, but is the traditional telephone, the IP telephone, the facsimile, the short note, the email and the multimedia interaction set, has superiority which the traditional customer service way is unable to compare.The enterprise provides the new service promotes unceasingly with the use user's quantity unceasing increase, the user to the grade of service request also in the unceasing enhancement, all for provided the call center customer service the enterprise to propose the new challenge, how prompt, did find the problem accurately, fast, effective solved the problem, better display various functional department's cooperation ability, the enhancement enterprise interior cohesive force and the battle efficiency, the enhancement enterprise's market competitive power, provided a higher quality service for the customer, already is at present service sector most important issue of concern. Therefore this article provides the call center customer service in view of at present enterprise's present situation, designed and realizes the gehua call center work list system to be possible to solve the above a series of problems.The present paper goal is existing gehua calls in the system foundation, proposes the demand according to the customer, the work flow management technology, business intelligent (BI) the report form vanguard technology introduces in the system. Designs and implement the gehua call center work list system. Article primary coverage including following three aspects:1. The user may through the work list administration module, facilitate has custom-made the work list to post direction, pasts the time limit, personnel's jurisdiction, the department and the service flow change; work list history path inquiry function, because causes the enterprise the service flow the service difference and the service participation department different can have custom-made nimbly with the management;2. The system may to current work list any a node dynamic monitoring, the monitor establishment and the management;3. The system may carry on the statistics to any work list service, forms the report form.The work list system design and implement, besides has the application value to the gehua call center system. Provides the customer service primarily enterprise to other to have the reference value.