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当呼叫中心以咨询热线的面目出现时,没有什么人给予掌声和喝彩。今天它裹挟CTI、Internet、CRM(客户关系管理)等概念卷土重来,立刻引起了人们的关注,呼叫中心以及CRM系统被看作是企业运营的重心从产品转向客户的明证。在金融领域,客户服务正日渐成为竞争焦点,呼叫中心如何应用,请看招商银行的观点。 用户背景:招商银行是我国第一家由企业法人持股的股份制商业银行,在国内率先全面启动网上银行服务。现在,招商银行已进入国内主要经济地区和中心城市,在全国拥有机构网点200多个,与世界630多家银行建立了业务关系。形成了立足深圳、辐射全国、面向海外的全国性商业银行的业务网络和机构体系。
When the call center to the face of the hotline appears, no one applause and applause. Today it coerces CTI, Internet, CRM (Customer Relationship Management) and other concepts comeback, immediately aroused people’s attention, call center and CRM system is seen as the focus of business operations from product to customer evidence. In the financial field, customer service is increasingly becoming the focus of competition. How call centers can be applied depends on the views of China Merchants Bank. Background: China Merchants Bank is the first joint-stock commercial bank in China that is owned by corporate entities and took the lead in launching online banking services in China. Now, China Merchants Bank has entered the major economic regions and central cities in China, with more than 200 institutional outlets throughout the country and established business relationships with more than 630 banks in the world. Formed a business network and institutional system based in Shenzhen, the radiation of the country, overseas-oriented national commercial banks.