呼叫中心運(yùn)營(yíng)管理規(guī)劃指南

1、目錄《呼叫中心運(yùn)營(yíng)管理規(guī)劃指南》簡(jiǎn)介............................................................................................4客戶互動(dòng)，領(lǐng)先一步....................................................................................................

2、....................9專題一：呼叫中心行業(yè)介紹..........................................................................................................12欄目1.1什么是呼叫中心...................................................................

3、...................................12欄目1.2為什么要實(shí)施呼叫中心項(xiàng)目..................................................................................13欄目1.3呼叫中心項(xiàng)目前期規(guī)劃面臨的挑戰(zhàn)..............................................................

4、........13?呼叫中心的人力資源管理及客服代表的職業(yè)生命周期......................................13?呼叫中心服務(wù)能力的規(guī)劃與預(yù)測(cè)..........................................................................14?顧客服務(wù)規(guī)劃與其對(duì)人員排班的影響......................................

5、............................14?客戶聯(lián)絡(luò)中心的技術(shù)：關(guān)鍵的實(shí)現(xiàn)因素..............................................................14?自助服務(wù)的通道：顧客實(shí)現(xiàn)因素..........................................................................15?來(lái)話者滿意度的衡量與管理....

6、..............................................................................16?組織領(lǐng)導(dǎo)能力和戰(zhàn)略規(guī)劃......................................................................................16?有效的來(lái)話處理和來(lái)話報(bào)告...........................

7、.......................................................17專題二：當(dāng)今呼叫中心產(chǎn)業(yè)發(fā)展?fàn)顩r..........................................................................................17欄目2.1呼叫中心產(chǎn)業(yè)市場(chǎng)狀況概述......................................

8、............................................17欄目2.2呼叫中心產(chǎn)業(yè)發(fā)展概述..........................................................................................18欄目2.3呼叫中心的進(jìn)化與發(fā)展趨勢(shì)..................................................

9、................................21專題三：呼叫中心項(xiàng)目實(shí)施..........................................................................................................23欄目3.1呼叫中心的運(yùn)作......................................................

10、................................................23欄目3.2呼叫中心的系統(tǒng)環(huán)境..............................................................................................24獨(dú)立式或集中式呼叫中心.................................................

11、.............................................24網(wǎng)絡(luò)式呼叫中心..............................................................................................................25虛擬型呼叫中心...............................................

12、...............................................................26欄目3.3呼叫中心的日常運(yùn)作..............................................................................................27欄目3.4呼叫中心運(yùn)作的改進(jìn)...............................

13、...............................................................28專題四：呼叫中心的戰(zhàn)略規(guī)劃......................................................................................................28欄目4.1呼叫中心項(xiàng)目管理團(tuán)隊(duì)的建設(shè)....................

14、..........................................................29欄目4.2呼叫中心項(xiàng)目規(guī)劃..................................................................................................34呼叫中心建設(shè)項(xiàng)目成功的關(guān)鍵因素................................

15、..............................................34生命周期規(guī)劃..................................................................................................................35以往的經(jīng)驗(yàn)與教訓(xùn)–呼叫中心項(xiàng)目規(guī)劃.................................

16、...................................41欄目4.3呼叫中心運(yùn)營(yíng)管理理念..........................................................................................42具代表性的成本組成因素.................................................................

17、.............................42欄目4.4呼叫中心的數(shù)量......................................................................................................43欄目4.5呼叫中心選址..............................................................

18、............................................46欄目4.6呼叫中心的規(guī)模......................................................................................................48欄目4.7呼叫中心的號(hào)碼選擇............................................

19、..................................................50欄目4.9呼叫中心經(jīng)營(yíng)計(jì)劃..................................................................................................51執(zhí)行成本效益分析（CBA）的必要條件.....................................

20、................................53決定投資的經(jīng)濟(jì)性指數(shù)..................................................................................................53呼叫中心工作評(píng)估趨勢(shì)..................................................................

21、................................85呼叫監(jiān)控..........................................................................................................................85欄目5.5呼叫中心人員培訓(xùn).............................................

22、.....................................................88呼叫中心培訓(xùn)計(jì)劃發(fā)展..................................................................................................88呼叫中心培訓(xùn)需要...............................................

23、...........................................................89呼叫中心培訓(xùn)要求..........................................................................................................90呼叫中心培訓(xùn)計(jì)劃...................................

24、.......................................................................91呼叫中心培訓(xùn)計(jì)劃大綱..................................................................................................91學(xué)習(xí)課程呼叫中心培訓(xùn)...........................