极品少妇xxxx精品少妇偷拍,午夜精品福利视频,欧美另类第一页

主頁 > 知識庫 > 從聯(lián)絡(luò)中心戰(zhàn)略角度管理與運營呼叫中心

從聯(lián)絡(luò)中心戰(zhàn)略角度管理與運營呼叫中心

客戶聯(lián)絡(luò)中心運營的終極目標(biāo)是優(yōu)服務(wù)，高質(zhì)量，低成本”，實現(xiàn)此目標(biāo)的關(guān)鍵因素是需要有一套符合企業(yè)戰(zhàn)略和團(tuán)隊現(xiàn)狀的合理績效制度”，合理的績效制度不能單純從運營角度來設(shè)定，需要站在戰(zhàn)略的角度（顧客、管理者、一線）出發(fā)，將客戶需求轉(zhuǎn)化成考核指標(biāo)，用人員、流程和技術(shù)滿足并超過客戶期望。

•	理解電話、非電話渠道的業(yè)務(wù)和績效數(shù)據(jù)（例如：服務(wù)水平、棄呼率、業(yè)務(wù)到達(dá)模式） Understanding transaction and performance data (e.g. service level, abandonment rate, and transaction arrival patterns) from both phone and non-phone contact channels
•	人事管理——招聘、培訓(xùn)和實際績效監(jiān)控 People Management – Recruit, Train, Monitor Actual Performance
•	運用數(shù)據(jù)測量績效改善行動的結(jié)果 Using data to measure the results of performance improvement initiatives
•	按照業(yè)務(wù)到達(dá)模式進(jìn)行人員配備與排班——以及這樣做對服務(wù)水平、成本以及顧客滿意度的影響 Staffing and scheduling to transaction arrival patterns-- how this impacts service levels, costs, and customer satisfaction
•	運用業(yè)務(wù)監(jiān)控來管理及改善流程績效 Using transaction monitoring to manage and improve process performance
•	呼叫中心效率監(jiān)控 Monitoring Efficiency of the Call Centre
•	測量和監(jiān)控顧客滿意度 Measuring and Monitoring Customer Satisfaction
•	…以及更多

•	學(xué)會制定聯(lián)絡(luò)中心戰(zhàn)略規(guī)劃及年度規(guī)劃 Strategic and Annual Planning for the contact center
•	確定并應(yīng)用服務(wù)質(zhì)量及顧客滿意度改善策略 Identify and apply tactics of Quality and Customer Satisfaction improvements
•	確定、建立、溝通和實施關(guān)鍵績效指標(biāo)改善戰(zhàn)略與戰(zhàn)術(shù)，達(dá)成業(yè)務(wù)及顧客需求 Identify, establish, communicate and implement KPI enhancement strategies and tactics to meet business and customer requirements
•	聯(lián)絡(luò)中心電話和非電話業(yè)務(wù)運營數(shù)據(jù)解讀 Interpret operational data from both phone and non-phone customer contact channels
•	理解服務(wù)-質(zhì)量-成本三者的平衡關(guān)系 Understand the Balance of Service-Quality-Cost

•	聯(lián)絡(luò)中心的成本要素組成 What are the cost components of a contact center
•	確定并理解推動績效的關(guān)鍵效率指標(biāo) Identify and understand key efficiency KPIs that drive performance
•	制定并應(yīng)用推動績效的關(guān)鍵績效指標(biāo) Develop and implement the key efficiency KPIs that drive performance
•	運用統(tǒng)計數(shù)據(jù)分析技能來預(yù)測業(yè)務(wù)量，對人員進(jìn)行排班以滿足預(yù)測業(yè)務(wù)量的需求，并管理排班遵守情況 Forecast workload using statistical data analysis techniques, schedule staff to meet forecasted workload and manage adherence to schedule
•	招聘、培訓(xùn)和監(jiān)控員工，確保員工交付高質(zhì)量的服務(wù) Recruit, train and monitor staff to ensure they deliver quality

•

…以及更多

Chapter 1.聯(lián)絡(luò)呼叫中心戰(zhàn)略管理Contact center strategic management
1.聯(lián)絡(luò)呼叫中心的前景和使命Call center prospect and mission
2.呼叫中心的價值Call center contribution to the company
3.讓呼叫中心成為差異化因素Using call center to be the differentiator
4.呼叫中心核心競爭力建立：四項標(biāo)準(zhǔn)和價值鏈分析Call center core competitiveness establishment:Four standards and value chain analyses

Chapter 2.聯(lián)絡(luò)呼叫中心戰(zhàn)略規(guī)劃Contact center strategy plan
1.如何保持競爭優(yōu)勢How to maintain the competitive advantage
2.財務(wù)計劃及非財務(wù)計劃Financial and Non-Financial Plans
3.戰(zhàn)略及業(yè)務(wù)績效審議Review of strategy and business performance

Chapter 3.聯(lián)絡(luò)呼叫中心戰(zhàn)略執(zhí)行Contact center strategy execution
1.呼叫中心運營管理與績效評估Call center operation management and achievements appraisal
2.呼叫中心人員管理People Management in call centers
3.運用數(shù)據(jù)及KPI管理Use of Data and KPI Management
4.知識庫更新Update of Knowledge Base
5.管理效率及生產(chǎn)力Managing Efficiency and Productivity

Chapter 4.運營管理Operations Management
1.排班管理Workforce Management
2.質(zhì)量管理Quality Management
3.關(guān)鍵供應(yīng)商管理Key Supplier Management
4.應(yīng)急規(guī)劃Contingency Planning
5.客戶隱私End User Privacy

Chapter 5.顧客反饋 Customer Feedback
1.顧客投訴與表揚管理Management of customer complaints and compliments
2.顧客滿意度與不滿意度管理Management of Customer Satisfaction and Dissatisfaction

標(biāo)簽：清遠(yuǎn) 煙臺來賓珠海阿里朝陽南寧房產(chǎn)推銷

巨人網(wǎng)絡(luò)通訊聲明：本文標(biāo)題《從聯(lián)絡(luò)中心戰(zhàn)略角度管理與運營呼叫中心》，本文關(guān)鍵詞從,聯(lián)絡(luò),中心,戰(zhàn)略,角度,；如發(fā)現(xiàn)本文內(nèi)容存在版權(quán)問題，煩請?zhí)峁┫嚓P(guān)信息告之我們，我們將及時溝通與處理。本站內(nèi)容系統(tǒng)采集于網(wǎng)絡(luò)，涉及言論、版權(quán)與本站無關(guān)。