The Case Study In Operation Management Of NEU Cloud Technology Co Call Center

Since the 21 st century,the development of the computer industry has led to the continuous transformation of the global economy,and more enterprises rely on computer technology and Internet technology to get significant development.As a result,the number of companies engaged in computer-related industries around the world has increased dramatically.According to the nature of computer industry,the computer industry can be divided into two modules,one is computer hardware and software technology,the other is computer related services.The market of the first type of module has become saturated,and the industrial development space is insufficient.In recent years,the second type of module began to rise gradually,known as the information industry or information service industry,and almost any enterprise has demands for this module of business,so the market development space is very broad.Based on the background of information industry,this thesis studies the operation management issues of NEU Cloud Technologies' contact center.NEU Cloud Technologies,founded in 2006,is a wholly owned subsidiary of NEU,the largest provider of IT solutions and services in China,supported by the parent company's IT technology to provide customers with the most professional information services business.The contact center business is the main department in which the company provides all kinds of computer information services to customers.However,Because of the company's business continues to expand to domestic and international markets,the scale becomes larger and the business fields are gradually enriched.As a direct result,the past operation management model has been difficult to adapt to the company's future development strategy requirements,and it is necessary to re-plan and design the company's operation management model to ensure the NEU Cloud Technologies get into a new development momentum.This thesis starts with the current operation management problems in the contact center of NEU Cloud Technologies,and presents the symptoms of operation management in the contact Center of NEU Cloud Technologies through several typical cases.Then the author sorts out and screens the theories and documents needed for case analysis according to the actual needs,and finds out the root causes of these problems through scientific analysis and research,including: lack of information management system technology,uneven quality of the staffs,poor quality of customer service and low profitability.Finally,the author combines the actual situation of the contact center of NEU Cloud Technologies and proposes a set of feasible schemes and countermeasures to help the contact center of NEU Cloud Technologies to tide over the difficulties,thus obtaining a new development power.This thesis mainly uses the case analysis and research methods.Basing the actual situation of NEU Cloud Technologies' contact center,it uses the traditional thinking of discovering,analyzing and solving problems to help the contact center of NEU Cloud Technologies to solve their current urgent needs.Meanwhile these research results can also provide professional guidance and advice for other peer enterprises to solve similar problems.