| 浅析构建铁路呼叫中心的意义 |
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| 引用本文： | 刘静华.浅析构建铁路呼叫中心的意义[J].铁路计算机应用,2010,19(7):46-47. |
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| 作者姓名： | 刘静华 |
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| 作者单位： | 北京铁路局,客运处,北京,100860 |
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| 摘 要： | 阐述铁路构建呼叫中心的重要作用,介绍呼叫中心的概念.铁路呼叫中心将作为协调铁路内部管理和旅客服务需求的桥梁,在当前铁路客运从以运输为中心转型到以旅客服务为中心的过程中,起到服务、营销、管理三位一体的关键作用.
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| 关 键 词： | 呼叫中心 旅客运输 客运服务 |
| 收稿时间： | 2010-07-15 |
Analysis of significance for constructing Railway Call Center |
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| LIU Jing-hua.Analysis of significance for constructing Railway Call Center[J].Railway Computer Application,2010,19(7):46-47. |
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| Authors: | LIU Jing-hua |
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| Institution: | LIU Jing-hua(Department of Passenger Traffic,Beijing Railway Administration,Beijing 100860,China) |
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| Abstract: | This paper expounded the important function for the construction of Railway Call Center,introduced the concept of Call Centers.The railway Call Center was as the bridge to coordinate the railway inter management into passenger service needs.The Center would play key role which integrated service,marketing and management in the process of changing the style from taking transportation as the central task to the taking passenger service as the central task for railway. |
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| Keywords: | Call Center passenger traffic passenger traffic service |
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