呼叫中心CRM的功能包括？

Simply put, CRM is the science and the art of satisfying the customer. In practice, it is a computer software based system that links front desk and customer contacts to information about customers in the various departments of the enterprise.

CRM目前是一個(gè)高速增長(zhǎng)的市場(chǎng)。CRM軟件和客戶接觸中心的結(jié)合，使其真正將客戶與企業(yè)內(nèi)部的客戶信息系統(tǒng)的結(jié)合在一起了，很方便的從前很難提供的服務(wù)。

CRM is now a fast growing market. The combination of the CRM software and the customer contact center enables it to combine the customer and the enterprise's customer information system. It is very convenient and difficult to provide.

CRM是將企業(yè)前臺(tái)的客戶接觸與后臺(tái)的信息結(jié)合在一起的系統(tǒng)。前臺(tái)的大部分接觸是通過呼叫呼叫中心進(jìn)行的，而后臺(tái)大部分信息是儲(chǔ)存在呼叫中心以外的企業(yè)的各個(gè)部門的數(shù)據(jù)庫中。從呼叫中心的角度講，就是當(dāng)客戶的呼叫接通時(shí)，有關(guān)客戶的一切信息同時(shí)可以展現(xiàn)在坐席代表面前，這樣可以有效的降低平均通話時(shí)間并且提高客戶的滿意度。

CRM is a system that combines customer contacts at the corporate front desk with background information. Most of the contacts of the front desk are carried out through call centers, where most of the information is stored in the database of the various departments of the enterprise outside the call center. From the perspective of the call center, is when a customer call is switched on, all the information about customers at the same time can be displayed in front of representative seats, which can effectively reduce the average call time and improve customer satisfaction.

從更高的角度看，呼叫中心是有其技術(shù)平臺(tái)和工作人員共同組成的，而工作人員是這個(gè)系統(tǒng)中復(fù)雜的機(jī)器?，F(xiàn)代呼叫中心的角色發(fā)生了很大的變化，越來越變得以客戶為中心。

From a higher perspective, the call center is composed of its technical platform and staff, and the staff is the most advanced and complex machine in the system. The role of the modern call center has changed dramatically and has become more customer centric.

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