我国呼叫中心发展地研究.pdf

为中心，提高顾客满意度并提高企业资源利用率，增强企业的竞争优势。 关键词：呼叫中心客户关系管理 坐席代表发展对策 Il Abstract Withthe of society’S materialwealth developmentproductivity,the increases， the standard valuechoice people’Sliving improvesyear byyear．Theconsumption offinal consumers goesthrough“rationalconsumption”．“sensual consumption”to “emotional choicestandardhascarried consumption”．The outthetransitionfrom and the ”good inexpensive’’and”durable”。tosatisfactionwhile spiritual buying and orservice． consumingproducts Atthesame ofbusiness time，the isalso theory managementchanging．It fromthe of value changes initial”theory of outputcenter”，to’’theory marketing of ofcustomer center”，”theoryprofitcenter”，to”theory center”today．Some economistshave forwardthe of“theallianceofcustomersand put concept isto shouldrealizethe the enterprises”．Thatsay,theenterprises of maximizing customers‘value while the oftheirown reachthe pursuingmaximizing profits，and “win-win”result．Toa structureCallCentermeansthatthe willusethe enter