Shun plow through the mountains, into the world, the history of jinan called through the mountain county, shun the virtue in this spread in the world, the company entrepreneurial team, a legacy for inheritance develop shun, so the name "jia shun".
Jinan jia shun communications co., LTD., founded in 2009, the specialty is engaged in the telecommunications value-added business development and sales, is China telecom, China unicom level agents, the main call center system, telephone marketing system, the 400 telephone, telecom business, etc. So here are our jinan jia shun communications co., LTD. With everyone share once the call center knowledge management system is different from general knowledge management of the three major characteristics:
Call center knowledge management system relative to the general knowledge management has great difference, mainly embodied in the following three points:
First of all, the knowledge required precipitation accurate, and easy to understand. Customers are a layman, employee's answer is good or not directly affects the commitment to customers and service level, in order to improve the accuracy of knowledge and understandability, need to improve the system of knowledge for examination and approval and process, need to be learned is larger at the same time, under the condition of knowledge update cycle is shorter to ensure timeliness of knowledge update.
Second, must be provided quickly find the means of knowledge. Users always hope in the shortest possible time to obtain the most satisfactory answer. In order to achieve this goal, which requires the system for each of the knowledge to provide comprehensive accurate metadata, such as: title, description and keywords, etc. Require the system to elaborate search tools that allow seating for faster, easier, more efficient; When the search tool can not completely solve the problem, must provide flexible tool of navigation system, such as: the link between the knowledge map, knowledge link, etc.
Third, meet the needs of staff training and promote quickly. For production of high and new technology, they have to face more and more fast product upgrade; For the production of a variety of functions of gm products, products may question they must face the complexity and variability. So the employee training has become the key successful factors of the call center, call center knowledge management system should have