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Case Study - Call centre

Tham khảo tài liệu 'case study - call centre', công nghệ thông tin, quản trị mạng phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | CASEstudy What Lies Beneath Good customer relations requires good connections Fast, efficient customer service has become of new applications being introduced by call centre increasingly important to the success of all management to carry them out effectively. organisations today. Consumers have little tolerance for poor or slow service, and have no For this reason, when investing in a structured cabling hesitation in taking their business elsewhere if they system, you need to think beyond the applications are not satisfied with the result of their first call. you are running today and consider whether it will cope with the demands of emerging technologies. This trend has created obvious concerns for businesses and has lead to an explosion in the global KRONE experts can assist you in designing a growth and development of call centres devoted to structured cabling solution that can support your increasing customer loyalty and satisfaction levels, computer network and all the applications of a while at the same time reducing the costs associated modern call centre. These include the Automatic with over-the-counter face-to-face services. Call Distributor (ACD), Interactive Voice Response system (IVR), ACD management information system, The level of service and responsiveness of call Workforce Management System (WFMS), and centres has meant the constant implementation of Computer Telephony Integration (CTI) including new technologies and applications. predictive dialers. As call centres in Australia progressively move towards becoming Customer Although these technologies are often critical to the Interaction Centres, implementing broadband provision of timely and efficient customer service, services such as Internet facilities and links to video rarely is much consideration given to the infrastructure kiosks, you must be sure that the cabling solution upon which the reliability of these technologies you install today has the flexibility and capacity to depends – the .