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2018呼叫中心知识库发展的五个趋势

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2018呼叫中心知识库发展的五个趋势

发布日期:2019-05-20 作者: 点击:


广东11选5   1981年的十一届六中全会上指出的社会主义初级阶段的矛盾是“人民日益增长的物质文化需要同落后的社会生产之间的矛盾”,在其后的大部分时间里面,核心矛盾是整体上生产不能满足于需要,这个时期追求的是生产尽量多数量和尽量高质量的产品和服务。

广东11选5  ZAI2017NIANDESHIJIUDABAOGAOZHONGZHICHU:WOGUOSHEHUIZHUYAOMAODUNYIJINGZHUANHUAWEIRENMINRIYIZENGZHANGDEMEIHAOSHENGHUOXUYAOHEBUPINGHENGBUCHONGFENDEFAZHANZHIJIANDEMAODUN。ZHEILIMIANYOUYIGEQIANTAICISHISHENGCHANNENGLIYIJINGBUSHIWENTI。

广东11选5  ZAISHENGCHANLIDIXIADESHIDAI,SHEINENGGOUSHENGCHAN、XIAOSHOUCHUCHANPINHEFUWUSHEISHILAODA。DANZAISHENGCHANGUOSHENG,GONGYINGCHONGYUDESHIHOU,SHEINENGGOUZHENZHENGDELIJIEKEHUDEXUQIU、MANZUTAMENGEXINGHUA、DUOCENGCI、GAOBIAOZHUNDEYAOQIU,SHEICAINENGCHIXUYINGDEKEHUQINGLAIYUZHONGCHENG。

广东11选5  SHEHUIZHUYAOMAODUNDEBIANHUA、ZHONGGUOSHEHUILAOLINGHUADEQUSHI、YIRENGONGZHINENGWEIHEXINDEJISHUFEISUFAZHAN,DUIYUKEHUFUWUXINGYECHANSHENGLESHENKEDEYINGXIANG。CHUANTONGDEKAOHAILIANGRENGONGZUOXITISHENGFUWUDECELVEYIJINGGUOSHI,ZHINENGKEFUSUOZHANDEBIZHONGJIJUTISHENGDANXIAOGUOCHAQIANGRENYI、KEHUDUIYUGUANFANGTIGONGFUWUZHILIANGDEYAOQIUYUELAIYUEGAODANQIYEDUIYUKEHUFUWUDERENZHIHAICHUYUCHUANTONGJIEDUAN,ZHEILIMIANCUNZAIXUDUOWENTITONGSHIYEYIWEIZHEDALIANGJIHUI。

  在这种变革的大环境下,作为呼叫中心“大脑”的知识库如何去应对,未来将如何变化?

  JIYUZHONGGUOZHISHIGUANLIZHONGXIN(Knowledge Management Center Of China,KMCenter)ZHISHIKUYANJIUHEZIXUNTUANDUIDESHIJIANHEDIAOYAN,KMCenterDUI2018ZHONGGUOHUJIAOZHONGXINZHISHIKUQUSHIZUOCHUYIXIAYUCE:

广东11选5  QUSHI1、ZHISHINEIRONGDEKEHUHUACHENGWEIHEXINXUQIU

  SUIRAN“NEIRONGKEHUHUA”BEIHANLEHENDUONIAN,DANJIEZHIXIANZAIDABUFENDEZHISHIKUNEIRONGRENGRANSHIZHANZAIQIYEDELICHANGSHANGERBUSHIKEHULICHANG,TONGCHANGQINGKUANGXIASHIZHISHIKUCAIBIANTUANDUIJIANGQITAZHINENG、YEWUBUMENCHANCHUDEWENJIANJIANDANXIUGAIHOUFABU,DUIYUKEHUWENTI、CHANGJING、TONGDIANDEKAOLVSHAO。

  ZAICHUANTONGDEYOUZUOXIDAIBIAOHUIDAKEHUWENTIDESHIDAI,YOUYUZUOXIDAIBIAOJINGGUOLEGEZHONGPEIXUN、KAOHE,TAMENSHIJISHANGZAIHUIDAWENTISHICHENGDANLEBUFENNEIRONGKEHUHUADEGONGZUO。DANZAIDUOMEITIHEDUOQUDAOKEFUDEXIA、ZAIZHINENGKEFUDECHANGJINGXIA,ZHISHIKUNEIRONGZHIJIECHUANDIJIYONGHU,ZHEIGESHIHOUDUIYUNEIRONGKEHUHUADEXUQIUJIUHUIYUELAIYUEGAO:BUGOUKEHUHUADEZHISHINEIRONGKEHUBUHUIKAN、KANBUDONG。

  但客户化又是最难的工作之一,涉及知识的诅咒、对于客户需求的理解和洞察、采编人员的能力和素质等问题,需要全面考虑和规划。

微信图片_20180629154101_副本.jpg

 

 QUSHI2、YONGZHISHIKUNEIRONGDEGAOXIAOZUZHIBUCHONGZHINENGKEFUDEBUCHENGSHU

广东11选5  DANGRENGONGZHINENGCHENGWEIREDIANDESHIHOU,XUDUOQIYEKAISHITIGONGZHINENGKEFUDEFUWU。DANBUSHAOZHINENGKEFUJISHUTIGONGSHANGJIMEIYOUXINGYEJILEIYEMEIYOUSHUJUJILEI,YINERDABUFENSUOWEIDEZHINENGKEFUGENBENTANBUSHANGZHINENG,ZHIBUGUOSHICHUANTONGDESOUSUOHESHUJUKUPIPEIERYI。JIBIANSHIJIARULEQINGJINGHESHANGXIAWENCHULINENGLIDECHANGSHANG,YOUYUQUEFAHAILIANGSHUJUDEXUNLIANYUZHICHENG,ZHINENGHUACHENGDUHENDI。

  JIBIANJISHUSHILIBIJIAOQIANGDEZHINENGKEFUPINGTAI,YOUYUQIYEDEGAOZHILIANGSHUJUJILEIBUZU,YEHENNANDUANQINEITISHENGXITONGDEZHINENGSHUIPING,ZAIZHEIYANGDEQINGJINGXIA,LIYONGZHISHIKUNEIRONGDEGAOXIAOZUZHI(ZHISHIBENTI、CHANGJINGTUPU、WENTITUPUDENG)ZHICHENGKEHUDUOYANGHUADEXUQIUCHENGWEI2018NIANDEREDIAN。

  QUSHI3、DUOQUDAOZIZHU,ZHISHIKUNEIRONGDEWAIHUA

广东11选5  ANZHAOZendesk 2013NIANDESHUJUJIUXIANSHI,50%YISHANGDEKEHUXIWANGTAMENZIJIJIEJUEZIJIDEWENTIERWUXUQUYUGUANFANGJIAOLIU;ZHUMINGSHICHANGYANJIUGONGSIGartnerYUCE,DAO2020NIANKEHU85%YISHANGDEWENTIHEKUNHUOJIANGBUYUQIYEDEKEFURENYUANJIECHU,TONGGUOZIZHUFANGSHIGAODING。

  随着客户获取信息和知识的手段和渠道越来越多,便捷程度提升,如何让大部分问题不需要咨询官方就可以解决成为客户服务中心必须考虑的问题。但要实现真正的多渠道自主服务,客服中心需要去避免自我本位的定位而是站在客户立场上考虑问题,用客户熟悉的渠道而不一定是自有的渠道服务,同时要对内容进行外化处理(文字/语音/视频、敏感信息脱密、语言的客户化表达和组织、用户适应的内容组织等方式)。

  QUSHI4、JIYUZHISHIKUSHIYONGFAXIANKEHUXUQIU,TISHENGJIAZHIGAN

  RUGUOJIANGKEHUFUWUZUOWEIQIYEJIAZHILIANDEMODUANSHENZHISHIYIGESHUJIEKEHUBAOYUANDECHUQIKOU,NEIMEKEHUFUWUDEJIAZHIJIUHENXIAO。SHISHISHANGSHIZAIXIANJINDEHUANJINGXIA,ZHIYOUZHENZHENGLIJIEKEHUCAINENGGOUCHANSHENGHAODECHANPINHEFUWU、CAINENGGOUZHENZHENGSHIXIANCHUANGXIN。

  DANZAIDABUFENJIGOULIMIAN,KEHUFUWUDEJIAZHIMEIYOUTIXIANCHULAI:TAMENGENGLIJIEYONGHUDEBAOYUANSHISHENME,ZHEIQISHISHIGAIJINCHANPINHEFUWUDEJIHUI;TAMENZHIDAOKEHUGENGXIANGYAOSHENME,ZHEISHICHUANGZAOXINCHANPINJINERCHANSHENGSHICHANGYOUSHIDEDONGLILAIYUAN。

  TONGGUOFENXIZHISHIKUNEIRONGDESHIYONGSHUJU,TONGGUOFENXIKEHUWENTI、BAOYUAN、XIANGFASHENZHIQIANTAICIDUIKEHUXUQIUJINXINGWAJUE,ZAI2018NIANHUIYOUGENGDUOKEHUFUWUZHONGXINKAISHIZHONGSHIDUIZHEIYIKUAISHUJUHENEIRONGDEZHENGLITILIAN,XINGCHENGDONGCHAHEJIANJIE,CHUFUWUYUHUJIAOZHONGXINZISHENDEGAIJINTISHENGZHIWAI,HAIKEYIWEISHICHANG、YANFABUMENJUECETIGONGZHICHENG,BIMIANHUJIAOZHONGXINSHOUZHEJINSHANZUOQIGAIDEJIONGJING。

广东11选5  QUSHI5、ZHISHIKUZHUANYERENYUANSUZHI、NENGLITISHENG

广东11选5  CHUANTONGDEZHISHIKUZHUANYERENYUANDOUSHICONGYIXIANZUOXIZHUANXINGERLAI,SHAOBUFENSHIGEBUMENGUANLIRENYUANCONGSHI。DANZHENGTILAIKAN,ZHISHIKUZHUANYERENYUANNIANLINGXIAO、JINGYANSHAO、SUZHIJIXUTISHENG。RUGUOZHEIXIERENYUANBUNENGGOUDUIQIYECHANPINHEFUWUDEBEIJINGHELUOJISHENRULEJIE,BUNENGDUIKEHUXUQIUYOUSHENKETIHUI,JIBENSHANGBUKENENGTIGONGGAOZHILIANGDEZHISHISHENGCHAN、ZUZHIHECHUANDIGONGZUO。

  知识库专业人员素质能力已经成为制约呼叫中心知识库提升的核心因素,在2018年会有更多的客户服务机构投入更多资源对这些人员进行培训、选拨配备更资深人员、提升他们的待遇同时也提出更高的要求。

 

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