System Planning and Development Trend of Telecom Customer Service Centers－A Case Study of Chunghwa Telcom
| Autor: | CHEN, YU-CHIAO, 陳玉嬌 |
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| Rok vydání: | 2019 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 管理學院工業工程與管理EMBA專班 107 In the early days, the customer service center provided customer service through voice. However, in the external environment, the changes in the popularity of the Internet and the mobile devices were widely used. The contact habits between the customer and the customer service center gradually changed from voice to through various channels, so the customer service center The service approach is gradually transformed into a multi-channel service that provides customer experience, such as online self-service, text chat or mobile APP to complete the required services. The purpose of this study is to provide planning and recommendations for the upgrade or replacement of the enterprise call center system. By discussing the customer's current situation of the case and the challenges faced by the industry's future trends, we will provide solutions to the problem and solve the overall goal of the system. Through: First, confirm the impact of the customer service system correlation, second, evaluate the SWOT analysis of the upgrade or replacement plan within the internal and external environment of the case, and third, establish the time-course evaluation, etc., as the basis for the selection of the plan and the subsequent overall planning established with the system to achieve the desired target benefits. It is expected that this study will provide a planning reference for companies to face the need to upgrade or replace the call center system. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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