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传统的呼叫中心,是指通过电话获取有关的信息和服务,最早出现的呼叫中心通常是以“特服业务”的形式出现的,例如“114”、“119”和“120”等业务。 随着各种技术的不断发展,呼叫中心从概念上已经演变成电话、传真和Internet等的“呼叫”+信息和服务的“中心”。其中的“呼叫”只是代表了一种接入的手段,其途径
The traditional call center refers to the related information and services obtained by telephone. The earliest call center usually appears in the form of “special service business” such as “114”, “119” and “120”. As technologies have evolved, call centers have evolved conceptually into “centers” of “calls” + information and services such as telephones, faxes and the Internet. One of the “call” just represents a means of access, the way