专业英语成绩评定表.doc

北京邮电大学软件学院工程硕士研究生 专业英语成绩评定表 学号： 10Z0735 学生姓名： 卞兴军 导师姓名： 雷友珣 报告题目： design and implementation?of gehua call center’s performance management?system 评分： 导师签字： 年 月 日 With the development of economic globalization, Business competition becomes more severe increasingly. At the beginning, Corporation only concerned with the results of management, In order to improve the viability and competiveness, gradually , they take care of evolution of process management. In this background , A large number of companys management begin to attend Performance management system (Performance Management System), In their daily work performance, performance management system,which records the employees work capacity and workload data, and the basis for the assessment of its employees. Customer service performance system is a branch of the performance of the system, which is used in the call center performance management .It mainly to solve heavy workload and high cost in call center. And improve the efficiency of call center’s management comprehensively. The call center of Beijing Gehua TV Network Co., Ltd. was established in 2001, at the beginning the Center use the management model like documents, forms, paper. With the development of the companys business, the size of the customer service center is expanding; the former management style is not suited to the business development needs. The call center decided to use a set of customer service performance management system, it is mainly to solve the drawbacks of the old management model, it use the latest computer technology for the performance of customer service, code of conduct, the daily performance of the workload to manage. The entire system, including staff time and attendance module, traffic module, quality of service, the query module, as well as basic data management module. At present, the systems are deployed in the customer service