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呼叫中心是在由产品竞争转向服务竞争的背景下迅速发展起来的,其对知识库的依赖程度很大,特别是支持型呼叫中心。在某种程度上,知识库建设的好坏,直接影响着呼叫中心的运营效率。重视呼叫中心知识库建设,把数据库技术和呼叫中心业务更紧密结合, 将是下一阶段呼叫中心行业的热点。
The call center developed rapidly in the background of the competition from product competition to service competition, and its dependence on the knowledge base is very large, especially the support call center. To some extent, the construction of the knowledge base has a direct impact on the operational efficiency of the call center. Pay attention to the call center knowledge base construction, the database technology and call center business more closely, will be the next stage of the call center industry hot spots.