| As an indispensable part of modern enterprises,modern intelligent call center integrates artificial intelligence technology to help enterprises manage and handle the tasks of customer contact center through machine learning,natural language processing,speech recognition and other technologies.Compared with intelligent call centers,traditional call centers face high operating and labor costs,as well as the normalization trend of the global epidemic.On July 20,2017,The State Council issued a document titled "Notice of The State Council on Printing and distributing the Development Plan of the New Generation of artificial Intelligence",which can be seen that the country attaches great importance to the development and planning of artificial intelligence in China.Therefore,a variety of factors promote the traditional call center to seek intelligent development road,to explore the intelligent development strategy of call center is imminent.On the theoretical level,this paper uses grounded theory to conduct case studies,enriching the theoretical application scenarios of grounded theory in China localization,and obtains valuable theoretical results through rigorous and scientific coding process.In practice,from a macro point of view,the intelligent development of call center conforms to the strategy of technology-driven development and can promote the steady development of social economy and national economic growth.From the medium perspective,call center needs to be transformed into intelligent development strategy to cope with high human cost and other problems.From the micro point of view,this paper takes Q Company as the research object and provides guidelines for the intelligent development of call center.In terms of research methods,this paper adopts the grounded theory research method,collects first-hand data through in-depth interviews with relevant personnel of Q Company,and uses the grounded theory and MAXQDA coding tool to analyze the data,identify the performance dimensions of key concepts,sort out the logical chain between concepts,and finally get seven core categories.It includes the company’s research and development of intelligent technology,the company’s improvement of employees’ intelligent application ability,the company’s unified recognition of intelligent development by all employees,the positive impact of the company’s income on the development of intelligence,employees’ clear cognition of intelligence,employees’ change of thought on intelligence,and employees’ adjustment of intelligent behavior.Based on the further analysis of Q Company’s actual situation,the core factors model affecting the intelligent development of call center is obtained.Based on these core categories and core factor models,this paper puts forward four suggestions for optimizing the intelligent development of call center,including implementing the intelligent development strategy,promoting the transformation of employees’ cognition,thought and behavior,building a training system suitable for intelligent development,and strengthening the research and development of intelligent technology.For those enterprises that can better implement the intelligent development strategy of call center,accelerating the pace of development from traditional call center to intelligent is of great significance to the development of enterprises and the whole service industry.In summary,by exploring the intelligent development strategy of call center,this paper provides important research results and guidelines in both theory and practice,which is of great significance to the development of service industry and even the country. |
