| • | 理解電話、非電話渠道的業(yè)務(wù)和績效數(shù)據(jù)（例如：服務(wù)水平、棄呼率、業(yè)務(wù)到達(dá)模式） Understanding transaction and performance data (e.g. service level, abandonment rate, and transaction arrival patterns) from both phone and non-phone contact channels |
| • | 人事管理——招聘、培訓(xùn)和實(shí)際績效監(jiān)控 People Management – Recruit, Train, Monitor Actual Performance |
| • | 運(yùn)用數(shù)據(jù)測量績效改善行動的結(jié)果 Using data to measure the results of performance improvement initiatives |
| • | 按照業(yè)務(wù)到達(dá)模式進(jìn)行人員配備與排班——以及這樣做對服務(wù)水平、成本以及顧客滿意度的影響 Staffing and scheduling to transaction arrival patterns-- how this impacts service levels, costs, and customer satisfaction |
| • | 運(yùn)用業(yè)務(wù)監(jiān)控來管理及改善流程績效 Using transaction monitoring to manage and improve process performance |
| • | 呼叫中心效率監(jiān)控 Monitoring Efficiency of the Call Centre |
| • | 測量和監(jiān)控顧客滿意度 Measuring and Monitoring Customer Satisfaction |
| • | …以及更多 |
| • | 學(xué)會制定聯(lián)絡(luò)中心戰(zhàn)略規(guī)劃及年度規(guī)劃 Strategic and Annual Planning for the contact center |
| • | 確定并應(yīng)用服務(wù)質(zhì)量及顧客滿意度改善策略 Identify and apply tactics of Quality and Customer Satisfaction improvements |
| • | 確定、建立、溝通和實(shí)施關(guān)鍵績效指標(biāo)改善戰(zhàn)略與戰(zhàn)術(shù)，達(dá)成業(yè)務(wù)及顧客需求 Identify, establish, communicate and implement KPI enhancement strategies and tactics to meet business and customer requirements |
| • | 聯(lián)絡(luò)中心電話和非電話業(yè)務(wù)運(yùn)營數(shù)據(jù)解讀 Interpret operational data from both phone and non-phone customer contact channels |
| • | 理解服務(wù)-質(zhì)量-成本三者的平衡關(guān)系 Understand the Balance of Service-Quality-Cost |
| • | 聯(lián)絡(luò)中心的成本要素組成 What are the cost components of a contact center |
| • | 確定并理解推動績效的關(guān)鍵效率指標(biāo) Identify and understand key efficiency KPIs that drive performance |
| • | 制定并應(yīng)用推動績效的關(guān)鍵績效指標(biāo) Develop and implement the key efficiency KPIs that drive performance |
| • | 運(yùn)用統(tǒng)計(jì)數(shù)據(jù)分析技能來預(yù)測業(yè)務(wù)量，對人員進(jìn)行排班以滿足預(yù)測業(yè)務(wù)量的需求，并管理排班遵守情況 Forecast workload using statistical data analysis techniques, schedule staff to meet forecasted workload and manage adherence to schedule |
| • | 招聘、培訓(xùn)和監(jiān)控員工，確保員工交付高質(zhì)量的服務(wù) Recruit, train and monitor staff to ensure they deliver quality |
| • | …以及更多 |
| Chapter 1.聯(lián)絡(luò)呼叫中心戰(zhàn)略管理Contact center strategic management |
| Chapter 2.聯(lián)絡(luò)呼叫中心戰(zhàn)略規(guī)劃Contact center strategy plan |
| Chapter 3.聯(lián)絡(luò)呼叫中心戰(zhàn)略執(zhí)行Contact center strategy execution |
| Chapter 4.運(yùn)營管理Operations Management |
| Chapter 5.顧客反饋 Customer Feedback |
標(biāo)簽：清遠(yuǎn) 煙臺 來賓 珠海 阿里 朝陽 南寧 房產(chǎn)推銷
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