創造contact center新價值之道 -...
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1
Contact Center
TCCDA
2015429
2015 Contact Center
Copyright 2015 Taiwan Contact Center Development Association. All rights reserved.2015/4/29
2
Call Center
()
()
()
1
Copyright 2015 Taiwan Contact Center Development Association. All rights reserved.2015/4/29
3
1.Policy
2. People
4.Platform
3.Process
4P
Contact Center4P
Copyright 2015 Taiwan Contact Center Development Association. All rights reserved.2015/4/29
4
1.
2.
3.
4.
5.
Contact Center
Copyright 2015 Taiwan Contact Center Development Association. All rights reserved.
5
C.C.
BP
Copyright 2015 Taiwan Contact Center Development Association. All rights reserved.
6
(IVR)
(IVR)
(ACD)
(CTI)
(CAS2.0)
EAI
(CIS2.0)
(CAS2.0)
5~6
9
/(CAS2.0)
(CAS2.0)
(CAS2.0)
(CAS2.0)
(CAS2.0)
(CAS2.0)
(CAS2.0)
IVR: Interactive Voice Response ACD: Automatic Call Distribution CTI: Computer Telephony Integration CAS2.0: Call Center Application System CIS2.0: Call Center Information System
Copyright 2015 Taiwan Contact Center Development Association. All rights reserved.2015/4/29
7
IT
APP
ASR,STT, TTS
Cloud&
WFO
KM
SNSSocial Network Site(FB, )
IMInstant
Messaging(Line,WeChat)
i,Pepper
Big-Data
Copyright 2015 Taiwan Contact Center Development Association. All rights reserved.2015/4/29
8
IT
PSTN
Internet
PABX
IVR
CTI
Recorder
DB/AP Serer
LIS/EAI
CAS2.0MOD
MODA
eEFE
COMS/COMI
HSDB
WMS
CIS2.0
:1. 2. APP3. 4. FB, Line, WeChat.
Big Data:1.2.3.4.in/out
Mobile Network
Copyright 2015 Taiwan Contact Center Development Association. All rights reserved.
9
Contact Center
1.
2.
3.
4.
5.
6.
7.
Coaching
Copyright 2015 Taiwan Contact Center Development Association. All rights reserved.2015/4/29
10
Contact Center
WMSWorkforce Management System
1 2 3 4 5 6 7 8
109
11
K
PI
12
1232
Copyright 2015 Taiwan Contact Center Development Association. All rights reserved.
11
TCCDA 2015()
1/06
TED
2/10 -
3/6
?
4/7 A
5/12
6/9
1/30
3/13 +
()
4/28 +
5/29
6/12 -
1/20HP
TCCDA
3/27
CloudWFOIM - Contact Center
4/292015
Copyright 2015 Taiwan Contact Center Development Association. All rights reserved.
12
7/148/11
9/8
10/13
11/10
12/8
7/31 -
8/14
ORID-
IT 11/6
12/11 -,
9/23~9/25
2015IT
TCCDA 2015()
Copyright 2015 Taiwan Contact Center Development Association. All rights reserved.
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