The Design And Implementation Of Customer Service Support System

With the continuous development of society,the different industries in our country have also changed a great change.Among them,the service industry in China has achieved rapid development during this period.The goal of the service industry is to provide customers with quality service,continuous improvement of service quality,in order to get customer satisfaction and stand out in the competition in the industry.The traditional call center system has been optimized and improved its function,in order to provide a completed set of system with more usability and practicability to the seats,there will be a set of business support system to extend and improve the service capacity and service efficiency outside the call center system.Customer service support system mainly adopts three layer architecture of B/S,based on the existing call center system,to better serve the seating personnel to carry out voice traffic work.The system uses Spring MVC technology,combining the advantages of web service technology,and integrates the core function module of the business operator interface,quality inspection management and the knowledge base.Data dictionary management,basic rights management,user management,menu management,administrator module have also been included.The first is the browser sends a request message,followed by intercepting and forwarding,and the confidentiality of information is judged and encrypted transmission,and then the specific business logic is processing.In the data access layer,the persistence operation of the main data crud will be finished,and the result will be returned to the page to display and response.Finally,after repeated testing and improvement,we have completed the development of the customer service business support system,and successfully combined with the call center system.Compared with the original call center system,customer service support system achieves business life platform business access and cross platform business management.The knowledge base furtherly improves the staff's working efficiency and the quality of work.The system realizes the supervision of staff and post-test,and provides a set of scientific evaluation system.The design idea and implementation scheme of the system are feasible and have a certain practical significance for the optimization of staff working mode.