| 远程维修技术支援呼叫中心的设计 |
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| 引用本文： | 程鹏,罗建军,周维.远程维修技术支援呼叫中心的设计[J].舰船电子工程,2007,27(3):163-166. |
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| 作者姓名： | 程鹏 罗建军 周维 |
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| 作者单位： | 海军工程大学,武汉,430033 |
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| 摘 要： | 建立远程维修技术支援体系,对于实现舰船装备的快速、精确保障有着重要的意义。以呼叫中心为核心的CRM系统,则是远程维修技术支援体系中连接保障对象和保障源的重要平台。通过对CRM和呼叫中心系统的研究,提出了将CRM理念应用到远程维修技术支援系统中的思路,构建了远程维修技术支援呼叫中心的技术框架。
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| 关 键 词： | 远程支援 CRM 呼叫中心 CTI |
| 修稿时间： | 2006-10-27 |
Design and Realization of Distant Maintenance Technology Supporting Call Center |
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| Cheng Peng.Design and Realization of Distant Maintenance Technology Supporting Call Center[J].Ship Electronic Engineering,2007,27(3):163-166. |
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| Authors: | Cheng Peng |
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| Abstract: | Building the distant maintenance technology supporting call center is be great meaning to obtain rapid precise supporting to war-ship equipment.The CRM system which has a core of call center is a important platform connecting supporting source and supporting destination in distant maintenance technology supporting system.Through researching on CRM and call center system,this paper bring out a way to apply CRM conception to distant maintenance technology supporting,and build up a framework of the call center,so it has practical meaning to the building of distant maintenance supporting system. |
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| Keywords: | distant support CRM call center CTI |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
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