Discussion on the construction of centralized customer service foroperators

孙大咏; 聂升涛

doi:10.13992/j.cnki.tetas.2017.09.019

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Discussion on the construction of centralized customer service foroperators

更新时间：2026-04-20

- Discussion on the construction of centralized customer service foroperators
- Vol. 30, Issue 9, Pages: 73-77(2017)
- 作者机构：
  
  中国移动通信集团设计院有限公司
- 作者简介：
- 基金信息：
- DOI：10.13992/j.cnki.tetas.2017.09.019
  CLC： TN915.0
- Published：2017
- 稿件说明：
移动端阅览
[1]孙大咏,聂升涛.运营商客服集中化建设方案探讨[J].电信工程技术与标准化,2017,30(09):73-77.

孙大咏, 聂升涛. Discussion on the construction of centralized customer service foroperators[J]. 2017, 30(9): 73-77.
[1]孙大咏,聂升涛.运营商客服集中化建设方案探讨[J].电信工程技术与标准化,2017,30(09):73-77. DOI： 10.13992/j.cnki.tetas.2017.09.019.

孙大咏, 聂升涛. Discussion on the construction of centralized customer service foroperators[J]. 2017, 30(9): 73-77. DOI： 10.13992/j.cnki.tetas.2017.09.019.

摘要

客服系统是运营商最重要的营销服务渠道之一

目前各运营商形成了包括传统营业厅、官方网站、自助终端、电话、短信、IVR、WAP、社交网络等在内的综合服务渠道。本文首先描述了运营商客服系统的现状

随后对客服系统的集中化建设方案进行介绍

最后对客服系统集中化的总结和思考。

Abstract

Customer service system is one of the most important marketing service channel operators.The operators formed a comprehensive service channels including traditional business hall

offi cial website

self-service terminal

telephone

SMS

IVR

WAP

social networks

etc.. This paper describes the current situation of the customer service system of the operator fi rst

and then introduces the centralized construction plan of the customer service system.Finally

the summary and thinking of the customer service system is shown.

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