Improving the Process of Call Centers Through the Concept of Knowledge Management

• Main Authors: Chin-Shang Chen, 陳錦上
• Other Authors: Mu-Chen Chen
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/40751983557347430839

碩士 === 國立臺北科技大學 === 商業自動化與管理研究所 === 92 === This study is mainly focused on the construction of a TR (Trouble ticket/service Request) knowledge management system for Fixed Line Telecommunication industry. This kind of system is designed to classify the records of TR processing procedures and relative customer services and to extract them into the valuable business intelligence. In this research, we use ARIS (Architecture of Integrated Information System) as a tool to analyze the flow of the TR system. We could collect all historical data of TR through this tool to create such a system with knowledge database so that both customer problem and processing procedures could be controlled centralizely, then the TR management of a Fixed Line Telecommunication company will be improved. After the knowledge database is constructed, staffs in customer service center could search the solutions more effectively, so the waiting time of customers calling for help will be shortened. Therefore we could satisfy the customers more and the cost of customer service could also be reduced.