远程维修技术支援呼叫中心的设计  

Design and Realization of Distant Maintenance Technology Supporting Call Center

作　　者：程鹏[1] 罗建军[1] 周维[1] 

机构地区：[1]海军工程大学,武汉430033

出　　处：《舰船电子工程》2007年第3期163-166,共4页Ship Electronic Engineering

摘　　要：建立远程维修技术支援体系,对于实现舰船装备的快速、精确保障有着重要的意义。以呼叫中心为核心的CRM系统,则是远程维修技术支援体系中连接保障对象和保障源的重要平台。通过对CRM和呼叫中心系统的研究,提出了将CRM理念应用到远程维修技术支援系统中的思路,构建了远程维修技术支援呼叫中心的技术框架。Building the distant maintenance technology supporting call center is be great meaning to obtain rapid precise supporting to war-ship equipment.The CRM system which has a core of call center is a important platform connecting supporting source and supporting destination in distant maintenance technology supporting system.Through researching on CRM and call center system,this paper bring out a way to apply CRM conception to distant maintenance technology supporting,and build up a framework of the call center,so it has practical meaning to the building of distant maintenance supporting system.

关 键 词：远程支援 CRM 呼叫中心 CTI 

分 类 号：TP319[自动化与计算机技术—计算机软件与理论]