企业客户服务中心知识推送系统构建研究  

Construction of knowledge push system in customer service center of enterprise

作　　者：冯勇[1] 樊治平[1] 冯博[1] 李霞[1] 

机构地区：[1]东北大学工商管理学院,辽宁沈阳110004

出　　处：《计算机集成制造系统》2007年第5期1015-1020,共6页Computer Integrated Manufacturing Systems

基　　金：国家杰出青年科学基金资助项目(70525002);教育部高等学校优秀青年教师教学科研奖励计划资助项目([2002]123);辽宁省自然科学基金资助项目(20052025)~~

摘　　要：为提高企业客户服务中心的知识服务能力,实现企业“以客户为中心”的新型服务模式,提出了构建企业客户服务中心知识推送系统的研究课题。首先,阐述了知识推送的概念,在分析企业客户服务中心知识类型的基础上,进一步分析了客户服务中心的知识推送需求;然后,提出了一种企业客户服务中心知识推送系统构建方法;最后,通过实例分析,说明了构建客户服务中心知识推送系统的可行性和实用性。To improve the knowledge service ability of customer service center in enterprises and realize the customer-oriented service model, construction of knowledge push system in customer service center of enterprise was proposed. Firstly, the concept of knowledge push was defined. Based on the knowledge classification of the customer service center, the demand of knowledge push in customer service center of enterprise was analyzed. Secondly, a construction method of knowledge push system in customer service center of enterprise was proposed. Finally, a case study was provided to illustrate the feasibility and availability of constructing the knowledge push system in customer service center m enterprises.

关 键 词：知识推送 知识服务 客户服务中心 知识需求 系统框架 

分 类 号：TP319[自动化与计算机技术—计算机软件与理论] F270.7[自动化与计算机技术—计算机科学与技术]