共查询到20条相似文献,搜索用时 250 毫秒
1.
电信全业务的运营情景下,客户感知是由每个接触点(界面)形成的,每个接触点的优质服务,都会强化并积累客户的正面感知,任何一点的负面经验,都有可能影响或抹杀了客户已形成的正面感知,中国电信的宽带业务在三大运营商中属于客户感知领先的业务,但目前在末梢存在光缆和铜缆并存,接入设备传统DSLAM与PON设备并存,随着3G的发展与LTE的临近,资本的投资也在转型,如何解决和满足宽带用户提速的要求成为目前中国电信宽带业务良性发展需要解决的问题,下面以南方某一本地网宽带提速能力现状的分析以及用户提速的策略进行阐述。 相似文献
2.
呼叫中心作为电信运营企业面向客户的综合服务窗口,信息资源丰富,蕴藏着巨大的商机。越来越多的呼叫中心充分把握客户接触机会,提升接触价值,逐步从辅助业务发展的成本中心向利润中心转变,因此"服务营销"的深入开展就显得异常关键。根据市场的需求和行业特点,不断创新服务营销的模式,提升客户感知,赢得竞争优势,建立新型的服务营销体系,是呼叫中心实现转型的关键。本文简要分析了电信运营商服务营销模式创新的实施背景、提出服务营销创新模式的思路及具体应用。 相似文献
3.
4.
5.
本文结合国内电信运营商品牌经营的现状,从品牌价值体现的角度出发,对接触点一致性管理进行研究,以期达到有效管理与客户的互动,增强对客户的把控能力,助力新业务的设计和推广。 相似文献
6.
当前国内三大电信运营商都建立了以客户全息视图为核心的客户服务支撑系统,客户通过电话营业厅、网上营业厅、短信营业厅、掌上营业厅和自助终端渠道实现与运营商的接触,实现全业务、跨业务的捆绑,支持组合营销, 相似文献
7.
对专业的电信运营商来说.增值服务是其重要的服务体系,因此计费系统是非常重要的系统.该系统的安全性、稳定性,可靠性就尤显突出.案例中的客户是一家大的电信运营商.除了提供电信运营商的传统服务外,还提供与Intemet相关的服务,如系统接入及增值业务等. 相似文献
8.
创智信息科技股份有限公司 《世界电信》2002,15(4):40-44
客户关系管理(CRM)可以帮助电信运营商树立以客户为中心的战略思想,实现从以生产运营为主向以客户服务为主的转变。实际上,实施CRM的过程就是电信运营商在管理思想、服务意识和业务流程等各方面综合转变的过程。创智公司的CRM系统客户实施有效的综合管理,通过建立一个统一协作的、与业务支撑系统无缝集成的CRM平台,全面提升企业的客户服务能力。 相似文献
9.
1 全业务运营环境下复杂的服务开通业务需求
在服务提供、服务保障和服务计费三大核心电信运营流程中,服务提供是后续两个流程的前提和基础,也是客户与运营商的首次接触,其带给客户的感受如何,对客户能否形成良好的第一印象非常关键,因此要做好全业务运营,首先就要做好全业务的服务开通。 相似文献
10.
未来的电信运营商将是全网络全业务电信运营商,客户完全可以选择一家电信运营商为其提供固网和移动的电信服务。众所周知,用户量对电信运营商来说至关重要。因为电信业就是靠电信服务来生存和发展的。其电信服务的丰富性和网络的稳定性决定了电信运营商在未来的发展前景和地位。在电信运营商即将进入全网络全业务电信市场时,这种对客户的综合通信服务能力和水平就显得更为重要。 相似文献
11.
张惠 《电信工程技术与标准化》2016,(7):51-55
近年来移动互联网业务的快速发展,手机上网业务已经成为中国移动核心增量业务,不同的移动数据业务也成为了影响业务质量及用户感知度的重要因素,而且业务不同用户的感知需求也不同,所以需要构建新的手机上网业务评估体系评价不同业务的指标,从而辅助网络优化工作。但以往单纯的平均下载速率并不能完全反映业务标准,基准速率之上的相关指标统计更能够反映网络对用户流量业务需求的满足情况,本文就详细介绍了在TD-SCDMA和LTE网络下主流数据业务用户的基准速率的测试分析情况。 相似文献
12.
NGN的目标是为了实现下一代服务.下一代服务质量的感知与评判取决于客户对服务提供过程的综合体验,因此需要同步建设面向下一代网络的运营支撑系统.面向NGN的支撑系统的关键因素在于体系架构的规划,产品模型与服务模型的设计,以及OSS系统的智能作业、个性化提供和端到端服务质量的协同保障. 相似文献
13.
张晓晖 《电信工程技术与标准化》2008,21(7):62-65
本文从3G业务的概念、分类人手,提出通过3G业务管理系统来发展满足用户需求的3G业务,并对业务管理系统的关键模块的功能进行了探讨。 相似文献
14.
针对传统客户服务系统难以满足快速、方便、高效金融服务需求的情况.详细讨论了如何设计和建立一个开放的客户服务中心应用平台CSP(Customer Service Platforms)。讨论以某商业银行的客服系统开发为背景.具有一定的参考价值。 相似文献
15.
The author points out that despite the convenience of using functional components (FCs) as service building blocks, service provisioning in the intelligent network (IN) still presents major problems. He focuses on issues of responsiveness to customers. When customers are allowed to provision new IN services, it is necessary to consider whether the set of FCs can be directly used by customers without cause problems and whether the set of FCs of flexible enough to construct the services customers are likely to want. The author investigates customer service provisioning problems and flexibility in using the IN FCs, and proposes methods to support integrity control for service development. For concreteness, he focuses on the set of FCs defined in Bellcores's IN/1+ network 相似文献
16.
本文以中国南方电网的精益化管理为背景,以降低营业厅的运营成本为需求,以优化传统的供电营业厅服务为基础,通过探索新的服务模式,有效地提高供电企业的服务管理水平,最终实现客户体验的全面提升。智能营业厅采用先进的营业厅智能终端和手机等移动设备,在不改变传的供电营业厅业务办理流程和的前提下,探索更加智能、自动、快速的供电服务新模式。 相似文献
17.
18.
Cristina Calvo-Porral Andrés Faíña-Medín Manuel Nieto-Mengotti 《Telematics and Informatics》2017,34(5):717-729
Switching costs are a relevant issue affecting market competition in the mobile services industry. However, customer switching costs have not disappeared, since numerous leading mobile services companies use lock-in strategies, such as obliged long-term contractual relationships. The present study provides and empirically test a conceptual model in order to analyze the creation of customer satisfaction and switching intention with mobile services, as well as to examine the differences between lock-in and free contracts in a South European mature market – Spain. For this purpose, drawing on a sample of 370 customers, we developed Structural Equation Modeling (SEM) through a multi-group analysis. Our findings suggest that service quality is one of the key determinants of satisfaction, while the availability of attractive alternatives is the main switching barrier. Moreover, some interesting differences were found between the two type of contracts analyzed. Consequently, we suggest shifting resources to customer retention through improved service quality for reducing customer churn rate. 相似文献
19.
路在何方.......:中国电信大客户服务工作的反思 总被引:1,自引:0,他引:1
竞争已迫使电信运营商转向“以客户为中心”的经营战略。识别最有价值的客户即大客户,并以个性化服务提高其满意度和忠诚度,是把握这部分客户的最佳办法。本文结合中国电信大客户工作存在的问题指出:企业可以采用客户关系管理(CRM)来完善对大客户的服务工作,亦提出了对大客户服务工作的建议。 相似文献
20.
The paper introduces the concept of quality of service (QoS) in the customer environment, as related to broadband customer premises equipment. The paper describes the BT vision for the customer environment, with a QoS-enabled ‘customer gateway’ and ‘home networks’ delivering a range of broadband services to the end user. The reasons behind the need for QoS are discussed and the differing requirements of the downstream (network to end user) as distinct from the upstream (end user to network) data paths are described.Incorporating downstream QoS protocols in the customer gateway is less likely to give an effective perceived performance benefit due to the simple fact that the traffic priority is essentially predetermined by the network/service provider and only marginal benefits can be seen by its application. Extending downstream QoS across the home network will be essential to provide an effective customer experience. The paper looks at the future strategy for implementing QoS, not just within the customer gateway, but also up to the end terminal, as it should be remembered that all elements of the service such as end user appliances, home networks, customer gateways, the network provider and service provider all have their own distinct parts to play to guarantee the best quality of service and customer experience.The paper concludes that the predominant area for QoS implementation in the customer environment, is in the upstream direction where even a basic QoS implementation such as simple queuing is likely to give noticeable improvements in the customer experience. New real-time services such as voice over IP (VoIP) will require upstream QoS.Thus it should be possible to specify QoS enhancements that are straightforward and likely to be simple (and therefore cost effective) to implement, in low-cost CPE. The paper concludes that it is essential that the next generation of customer gateways and home networks, support appropriate QoS functionality to support new services delivered over BT’s network. 相似文献