| Summary: | 碩士 === 義守大學 === 資訊管理學系碩士班 === 93 === In accordance to the approaching of broadband network era and globalization tendency, liberalization of telecommunication business in Taiwan has been a key project in telecommunication marketing. The Call Center acts as a bridge connecting enterprises and customers. It not only provides general basic services, but do provide information management, statistic analysis and telemarketing, etc. Therefore, customer center has to be able to rapidly response customer requirements. The purpose of this research is to interpret how ISPs(Internet Service Provider) could improve their service quality, forecast on customer needs and improve its efficiency in a highly competitive environment. This research proposed the ISP Customer Knowledge Base system to be allowed to classify questions from the Customer Service Data Warehouse. The system forms customers frequently responded questions to the statistical analysis in order to improvement service quality and also accumulate service records to produce necessary knowledge. This knowledge can apply to IVR (Interactive Voice Response), enterprise''s website and system maintaining department for problem solving. It also offers management level with decision support in order to construct qualified information for customer service and knowledge management. Furthermore, it is hoped that under limited human resource, an integrated customer care platform can reduce the customer care cost, decrease customer waiting time and increase the professional knowledge of customer care representatives.
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