| The knowledge base of customer service system plays a great role in the daily work of the front desk service personnel, and the operation convenience, practicality, structure level and compatibility of the knowledge base are the main factors to measure the knowledge base. In this paper, the customer service center of China Mobile group Qinghai Co., Ltd is an example, and through the theory and method of modern project management, according to the project management process, the research and analysis of the knowledge base system needs to determine the content of knowledge base system. And the system development projects including system design, system development, system testing and system testing process control, in order to ensure the quality of the development of knowledge base system and successfully completed.Through five milestones which includes user needs analysis, environmental construction and commissioning, system design, system testing, and test run, the Project tracked the progress of the project, and the Qinghai mobile customer service center of the relevant departments, including telephone, supporting room, marketing room, etc. ensured the smooth development of the knowledge base system. The central departments of the Department to work together, in accordance with the project management approach, combined with the system development technology support and consulting company to set up the project team, and the customer service center to assign a project manager to implement the project.Through the practice of project management, effective supervision the process of project control, resource coordination and risk control, making knowledge base system interface show more intuitive, and have five big functions, to achieve customer service experience of experts / and timely information sharing; new employees quickly master the knowledge and skills in business service; fast query user; seat can rapid feedback requirements and problems. |
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