| 铁路呼叫中心的设计与运营管理研究 |
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| 引用本文： | 宗华,刘洋.铁路呼叫中心的设计与运营管理研究[J].铁路计算机应用,2010,19(11):15-17. |
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| 作者姓名： | 宗华 刘洋 |
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| 作者单位： | 乌鲁木齐铁路局,客票管理所,乌鲁木齐,830002%北京交通大学,交通运输学院,北京,100044 |
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| 摘 要： | 随着通信技术和计算机技术的发展,呼叫中心已经成为新的运营管理模式.本文根据呼叫中心发展过程,呼叫中心应用特点,设计铁路呼叫系统的总体架构和平台规划,并且提出呼叫中心的运营管理目标,呼叫中心组织结构,以及实施步骤.
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| 关 键 词： | 呼叫中心 集中-分布式方案 综合信息服务 运营管理 |
| 收稿时间： | 2010-11-15 |
Research on design and operation management of railway call center |
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| ZHONG Hua,LIU Yang.Research on design and operation management of railway call center[J].Railway Computer Application,2010,19(11):15-17. |
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| Authors: | ZHONG Hua LIU Yang |
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| Institution: | 1.Department of Passenger Ticket Management,Wulumuqi Railway Administration,Wulumuqi 830002,China; 2.School of Traffic and Transportation,Beijing Jiaotong University,Beijing 100044,China) |
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| Abstract: | With the development of communications and computer technology,call centers have became a new mode of operation and management.According to the development and characteristics of call center,it was designed the general framework and platform of railway call center,proposed management objectives organizational structure,as well as implementation steps. |
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| Keywords: | call center concentration-distribution program integrated information services operations management |
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