| 中铁快运客服系统交接班功能模型设计 |
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| 引用本文： | 魏然,张伯驹,李先进,张国平. 中铁快运客服系统交接班功能模型设计[J]. 铁路计算机应用, 2016, 25(8): 40-44 |
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| 作者姓名： | 魏然 张伯驹 李先进 张国平 |
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| 作者单位： | 1.中国铁道科学研究院 运输及经济研究所,北京 100081; |
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| 基金项目： | 铁道部2011年度科研计划课题 （2011X019-I）。 |
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| 摘 要： | 交接班管理是中铁快运客服中心的一项基础运营管理工作。论文采用IDEF功能建模方法,设计了一套呼叫中心交接班功能模型和处理流程,并开发了交接班处理软件模块,嵌入到中铁快运客服系统当中,验证了功能模型及流程的可用性。该研究成果可为铁路局设计开发客服语音平台的交接班管理软件模块提供参考。
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| 关 键 词： | 交接班管理 呼叫中心 IDEF |
| 收稿时间： | 2016-02-20 |
Shift change function model for Customer Service System of China Railway Express |
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| Affiliation: | 1.Institute of Transportation and Economy, China Academy of Railway Sciences, Beijing 100081, China;2.Informatization Department of Transport Administration, China Railway, Beijing 100844, China;3.Market Monitoring and Evaluation Center, State Railway Administration, Beijing 100891, China;4.China Railway Express Co. Ltd., Beijing 100070, China |
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| Abstract: | Shift change management is a basic operation management for the call center of China Railway Express (CRE). Based on the IDEF modeling method, this article designed a set of function model and process flow for shift change, developed a software module for shift change process. The module was embed into the customer service system of CRE, and the usability of the function model and process flow was verified. The research results could provide some reference to design and develop the software modular of the shift change management for Customer Service System of Railway Administrations. |
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