跳出呼叫中心来看呼叫中心的运营管理

[e-mail][[ElizaEliza]]1.2.3.4.5[[ElizaEliza]]WhoamI?ElizabethLee,,MBACOPC1275105010TOMFESCOCOO06CustomerWinback--Howtorecapturethelostcustomers069[[ElizaEliza]]ForCustomerForCustomerForMarketingForMarketingForScopeForScopeForBenefitForBenefit[[ElizaEliza]]1234561234123456[[ElizaEliza]]CCCCCCCCCCWrapUp[[ElizaEliza]][[ElizaEliza]]or[[ElizaEliza]]ServiceLevelAbandonRate••[[ElizaEliza]]“”CCCCCCCCCCWrapUp[[ElizaEliza]][[ElizaEliza]]CRMROI•••••IVR•••CTI-•CRM•••••(CCCSCOPCCRMDATAWAREHOUSE[[ElizaEliza]][[ElizaEliza]][[ElizaEliza]]1.0Definition&Direction1.0Definition&Direction2.0Customer2.0Customer3.0Strategy3.0Strategy4.0Performance4.0Performance7.0Process7.0Process6.0Operation6.0Operation5.0People5.0PeopleDriverEnabler[[ElizaEliza]]1.11.21.31.41.51.61.04.04.14.24.34.44.54.64.74.83.13.23.33.4knowledge3.53.63.02.12.22.32.42.52.62.72.82.92.102.0[[ElizaEliza]]//[[ElizaEliza]]//HR[[ElizaEliza]][[ElizaEliza]][[ElizaEliza]][[ElizaEliza]]·EDS[[ElizaEliza]][[ElizaEliza]]BeliefIKnowKnowledgeIunderstandAwarenessIcanCommitmentIwill[[ElizaEliza]][[ElizaEliza]][[ElizaEliza]]1.2.3.4.5.HR6.CCCCCCCCCCWrapUp[[ElizaEliza]]Case1**Case2**Case3[[ElizaEliza]]Readingthetrafficlights————————CCCCCCCCCCWrapUp[[ElizaEliza]]--Source:HarvardBusinessReview,March-April1994.Copyright1994bythePresidentandFellowsofHarvardCollege[[ElizaEliza]]——————[[ElizaEliza]]VS..VS.VS.VS..,[[ElizaEliza]]HRHR[[ElizaEliza]]Whoisyourboss?YourselfYourself☺☺!!!!!!!!!!!!!!!!!!!!!![[ElizaEliza]][[ElizaEliza]]OOverallEEveryonedaythingCControl&ClearOECvs.GTD[[ElizaEliza]][[ElizaEliza]][[ElizaEliza]]••[e-mail]•13911798583