Call Center／CRM模型在保险行业的应用

本文首先介绍了CRM，CTI技术及Call Center的基本概念，然后提出一一个基于CRM的Call Center系统模型，详细描述了各层次的基本功能，并将其应用到保险公司的Call Center系统中。     

公交Call Center的设计及其应用

设计结构开放的Call Cemer系统，以提高公交服务水平。结合通讯技术、中间件技术等发展的成果，采用Tomcat应用服务器中间件，应用EJB组件、工作流、自动通告等技术；工作流处理公交查询、业务分发等，自动通告作为提高客户服务水平的手段，设计了基于J2EE的公交Call Center系统，提出了Call Center在公交行业的新应用。     

Call Center国内发展趋势

Call Center也叫作客户服务中心或Call Center,1998年全球 Call Center的产业规模已达到70亿美元(包括硬件、软件设施以及服务收入等各个方面)。而美国一个国家的Call Center规模就达到了44亿美元。据统计,Call Center所促成的全球销售额为7000亿美元。而且,Call Cen-ter产业正以20％的年增长率高速成长。从这些数据我们可以看出:Call Center是一个具有相当大绝对量、且正在高速成长的产业。 Call Center在我国的发展大致经历了四个阶段,一是“114”阶段,客户有问题可以拨打特定的服务号码,服务人员接起电话后,可以在计算机上查询相应的资料信息,回答客户的问题。二是“114” 语音自动应答阶段,客户拨入 Call Center,可以选择人工或自动应答服务,如果选择人工服     

Call Center呼叫数据在WallBoard上实时特显的LAN替代方案

文章通过对DEFNITY ECS流向BCMS Vu的数据分析，提出一种基于LAN的替代方案，解决Call Center系统中客户的等待信息的分类显示及显示质量，显示效果等问题，提高各代理的工作效率，节省了大量资金。     

容量不重要——康柏实达谈企业Call Center建设

Call Center 已经热了几年了,但是很多企业在建设 Call Center 时存在误解,认为席位多就好,于是建起100多个席位,建了 Call Center 就需要花费相当多的时间、精力和金钱去维护、租赁,还要培养各类专业性人员,所以在一些企业眼里,Call Center 被称为费用中心(Costcenter)。企业投入了那么多,他们到底能得到什么?Call Center 的发展趋势是外包还是自营?康柏实达电子商务技术有限公司销售、市场及业务拓展总监詹爱红女士认为,企业呼叫中心不在于容量大小,在于容量与电话量、业务量是否成正比,还在于应用于 Call Center 的 CRM管理是否完善及与企业内外相关部门是否相连,以达到最终商业目标。     

交互无形 服务有价——利用HP e@CallCenter创造增值服务

从Cost Centar到Profit Center Call Center(呼叫中心)并不是一个新名词,各个部门和单位都有一些人专门接电话,这个人数可以是一、两个,也可以是数百个。把这些原本零散的人抽出来聚合成一个部门,就成为了Call Center。在不同的行业,Call Center可能有不同的叫法。如在电信行业,一般叫技术支援中心,在IT行业可能叫计算机服务部,而在金融行业又可能叫客户中心,等等。尽管有各种不同的叫法,但无论在哪个行业。Call Center的职责都是     

呼叫中心在“校园一卡通”系统中的应用

呼叫中心（Call Center）系统是综合利用先进的通信及计算机技术,集中实现沟通、服务的系统。本文详细介绍了小型呼叫中心系统的实现及在东华理工学院校园一卡通系统中的应用。本系统结合实际需求,采用板卡方案实现,有效地提高了系统的性能价格比,解决了呼叫中心在客户服务系统应用中所涉及的相关问题。     

新品推介

Call Center——电子商务的先锋近日,记者联想集成系统公司举办的一次交流会上获悉,联想集成将推出一款面向电子商务的解决方案——“联想Call Center”,这将是联想一系列针对电子商务的推进策略的重要一步。在现场,联想集成有关人员介绍了联想Call Center的有关情况,从该产品的功能、价格来看,它将是一款很有吸引力的产品,可以使企业及时地得到来自用户、合作者的各类信息,可以采用人们认为方便的“电话、传真、WEB、e-mail”等     

银行CALL CENTER系统的设计与实现

本文讨论银行Call Center系统的设计与技术实现,首先提出了系统的设计思想,分析了其体系结构、系统功能模块和系统服务流程,最后阐述了系统结构、安全性和所提供的主要银行业务。     

MPLS在企业IP Call Center中的应用研究

本文首先对现今企业CallCenter业务的QoS需求进行了分析。然后将各种IPQoS模型进行对比,选择了基于Diff Serv／MPLS VPN的QoS策略。与此同时,在实验环境中,对数据流的QoS进行分析。由此可见,Diff Serv结合MPLS的网络,能够有效地解决IP Call Center服务质量的问题。最后得出解决企业IP Call Center服务质量的方案。     

Only connect: teaching, technology and telesis

Abstract This paper describes an approach to the design of interactive multimedia materials being developed in a European Community project. The developmental process is seen as a dialogue between technologists and teachers. This dialogue is often problematic because of the differences in training, experience and culture between them. Conditions needed for fruitful dialogue are described and the generic model for learning design used in the project is explained.     

European Community policy and the market

Abstract This paper starts with some reflections on the policy considerations and priorities which are shaping European Commission (EC) research programmes. Then it attempts to position the current projects which seek to capitalise on information and communications technologies for learning in relation to these priorities and the apparent realities of the marketplace. It concludes that while there are grounds to be optimistic about the contribution EC programmes can make to the efficiency and standard of education and training, they are still too technology driven.     

一种自适应子融合集成多分类器方法

融合集成方法已经广泛应用在模式识别领域,然而一些基分类器实时性能稳定性较差,导致多分类器融合性能差,针对上述问题本文提出了一种新的基于多分类器的子融合集成分类器系统。该方法考虑在度量层融合层次之上通过对各类基多分类器进行动态选择,票数最多的类别作为融合系统中对特征向量识别的类别,构成一种新的自适应子融合集成分类器方法。实验表明,该方法比传统的分类器以及分类融合方法识别准确率明显更高,具有更好的鲁棒性。     

Avoiding semantic and temporal gaps in developing software intensive systems

Development of software intensive systems (systems) in practice involves a series of self-contained phases for the lifecycle of a system. Semantic and temporal gaps, which occur among phases and among developer disciplines within and across phases, hinder the ongoing development of a system because of the interdependencies among phases and among disciplines. Such gaps are magnified among systems that are developed at different times by different development teams, which may limit reuse of artifacts of systems development and interoperability among the systems. This article discusses such gaps and a systems development process for avoiding them.     

Designing economic np control charts: A programmed simulation approach

This paper presents control charts models and the necessary simulation software for the location of economic values of the control parameters. The simulation program is written in FORTRAN, requires only 10K of main storage, and can run on most mini and micro computers. Two models are presented - one describes the process when it is operating at full capacity and the other when the process is operating under capacity. The models allow the product quality to deteriorate to a further level before an existing out-of-control state is detected, and they can also be used in situations where no prior knowledge exists of the out-of-control causes and the resulting proportion defectives.     

The development of robot art

Going through a few examples of robot artists who are recognized worldwide, we try to analyze the deepest meaning of what is called “robot art” and the related art field definition. We also try to highlight its well-marked borders, such as kinetic sculptures, kinetic art, cyber art, and cyberpunk. A brief excursion into the importance of the context, the message, and its semiotics is also provided, case by case, together with a few hints on the history of this discipline in the light of an artistic perspective. Therefore, the aim of this article is to try to summarize the main characteristics that might classify robot art as a unique and innovative discipline, and to track down some of the principles by which a robotic artifact can or cannot be considered an art piece in terms of social, cultural, and strictly artistic interest. This work was presented in part at the 13th International Symposium on Artificial Life and Robotics, Oita, Japan, January 31–February 2, 2008     

Explanation and prediction: an architecture for default and abductive reasoning

Although there are many arguments that logic is an appropriate tool for artificial intelligence, there has been a perceived problem with the monotonicity of classical logic. This paper elaborates on the idea that reasoning should be viewed as theory formation where logic tells us the consequences of our assumptions. The two activities of predicting what is expected to be true and explaining observations are considered in a simple theory formation framework. Properties of each activity are discussed, along with a number of proposals as to what should be predicted or accepted as reasonable explanations. An architecture is proposed to combine explanation and prediction into one coherent framework. Algorithms used to implement the system as well as examples from a running implementation are given.     

Three Process Perspectives: Organizations, Teams, and People

This paper provides the author's personal views and perspectives on software process improvement. Starting with his first work on technology assessment in IBM over 20 years ago, Watts Humphrey describes the process improvement work he has been directly involved in. This includes the development of the early process assessment methods, the original design of the CMM, and the introduction of the Personal Software Process (PSP)^SM and Team Software Process (TSP){^SM}. In addition to describing the original motivation for this work, the author also reviews many of the problems he and his associates encountered and why they solved them the way they did. He also comments on the outstanding issues and likely directions for future work. Finally, this work has built on the experiences and contributions of many people. Mr. Humphrey only describes work that he was personally involved in and he names many of the key contributors. However, so many people have been involved in this work that a full list of the important participants would be impractical.     

基于复小波噪声方差显著修正的SAR图像去噪

提出了一种基于复小波域统计建模与噪声方差估计显著性修正相结合的合成孔径雷达(Synthetic Aperture Radar,SAR)图像斑点噪声滤波方法。该方法首先通过对数变换将乘性噪声模型转化为加性噪声模型,然后对变换后的图像进行双树复小波变换(Dualtree Complex Wavelet Transform,DCWT),并对复数小波系数的统计分布进行建模。在此先验分布的基础上,通过运用贝叶斯估计方法从含噪系数中恢复原始系数,达到滤除噪声的目的。实验结果表明该方法在去除噪声的同时保留了图像的细节信息,取得了很好的降噪效果。     

基于QTE的蒙古文显示机制研究与实现

蒙古语言是中国蒙古族使用的通用语言,由于蒙古文区别于其他文字的书写方式和其自身变形机制等特点,在很多通用的文字处理引擎中都不被支持。在嵌入式产品开发与应用领域中Linux加QTE已经成为流行方式。该文给出了一种在QTE环境上实现基于标准Unicode的蒙古文点阵显示和变形算法, 并自定义了支持蒙古文的QTE组件,扩展了QTE功能,为在Linux加QTE方式的嵌入式体系结构中处理蒙古文提供了一种解决方法。