Do we need quality of service in the customer environment?

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.     

Valuing customers

This paper considers the metric of customer lifetime value as a way of placing an expected future value on a company’s customers. This approach looks at the fundamental contribution a customer makes to a company’s profits. The basic concept is useful in its own right, but it also allows an analogue between a customer and the equity of the company to be drawn. This allows the customer to be considered as a revenue-producing asset. Financial engineering tools, such as portfolio and options theory, then become natural means to analyse the customer’s value further. In particular, the uncertainty in the future profits created by a customer can be shown to create an added dimension to the value a customer brings to the business. The results from these analyses can be used to guide customer relationship strategy. Better decisions on the levels of investments in customers and customer services, and their timings, can also be made.     

智能购衣系统设计与研发

本项目主要研发一个具有智能推荐、自动客服、检查提醒功能的在线智能购衣系统:顾客注册后能输入自己及亲人的身材数据,系统能对顾客的购买记录进行挖掘修正顾客身材找出顾客喜好,在顾客进入网站和搜索服装时能按照顾客的身材、体型及喜好给顾客推荐合适的服装;在顾客下单选错码时能及时提醒;在人工客服繁忙时能提供自动客服回答顾客咨询,从而提高服装网购成功率和客户满意度,降低退换货率和库存积压.     

欧美客服与计费外包市场的对比分析

对比欧洲的运营商,美国的运营商更热衷于将自己的客服和计费业务外包出去。将客服和计费业务外包可使运营商降低系统运维成本,专注其核心业务。运营商外包客服和计费业务时可有多种选择:一是运营商在外包业务提供商服务中心的托管平台上直接开展其客服和计费应用;二是利用ASP对客服和计费应用进行远程托管;三是将整个计费业务的经营外包给一家独立的服务公司。     

Agent-Based Modelling — Intelligent Customer Relationship Management

The intelligent customer relationship management (iCRM) tool — built using agent-based modelling techniques — aims to illustrate how CRM investments can influence a customer population, giving a clearer view of potential return on investment (ROI). Unlike conventional approaches, this model considers the communication of customer experiences between members of a social network, incorporating the powerful influence of word of mouth on the adoption of products and services. The tool is an advance on traditional techniques that rely on macroscopic behaviours and aggregated customer data, while neglecting important network and spatial effects.     

一种基于K均值的移动客户投诉数据处理算法研究

随着TD-LTE 4G移动通信技术的推广,4G移动通信基站覆盖的范围越来越广泛,涵盖了广袤的农村、密集的城市,为数以亿计的用户提供数据传输、语音通信功能。但是,覆盖不同区域的网络面临着断电、雷电大风、冰雪雨水等人为和自然灾害,难免导致移动通信中断,不能够为用户提供良好的通信服务,就会引起客户的投诉。目前,数以亿计的客户产生的投诉信息量非常大,传统的人工分析模式已经无法满足需求,导致客户投诉处理速率低下。论文为了解决这个问题,提出采用K均值算法自动地对移动客户投诉数据进行分类,并且将结果反馈给客服人员,这样就可以分类快速处理客户投诉事务,为客户提供疑问解答,提高客户服务质量。     

Partnering for success: an overview of customer/supplier partnering

As customer satisfaction continues to drive businesses, telecommunications companies are forging partnerships that are aimed at the common goals of improved quality, reduced costs, and business success. The evolved customer/supplier partnering model that is being applied in the telecommunications and other industries is illustrated. This model promotes an “us” relationship focused on mutual success, contrasted to the “we/they” relationship supported by the historical view. This article provides examples of customer/supplier partnering as it exists in today's U.S. telecommunications industry. The authors provide an overview and several specific processes that exemplify the growing move toward customer/supplier partnering. Three perspectives are offered: that of the service provider, the service provider agent, and the system supplier     

浅谈移动通信CRM系统建设

客户关系管理CRM (CustomerRelationshipManagement)是近年在竞争环境下出现的新的增值服务。该增值业务对客户需求进行科学的分类管理 ,提供个性化服务 ;管理好客户资源 ,控制客户流失 ,留住大客户 ;掌握用户信誉度 ,控制销售进程 ,防范经营风险。形成以“客户为中心”的经营理念 ,是一种旨在改善企业与客户之间关系的新型管理机制 ,将推动企业最大限度的利用其与客户有关的资源 ,实现企业从市场营销到销售到最后的服务和技术支持的交差立体管理     

广西电信多媒体客服系统建设研究

客服呼叫中心作为运营商的基础客户服务手段,随着语音、数据、互联网等多种服务方式的日益深入和成熟,传统的客服呼叫系统接入媒体将由单一的语音接入向集电话、Email、IM、短信、微博等多媒体接入转变。广西电信根据客户服务发展的形势需要,通过建设广西电信多媒体客服系统实现主动、智能、开放、交互的客户服务,有效地适应了移动互联网时代客户服务的需求,提高了自助、互助服务占比,改善了客户感知。     

基于社交网络平台用户行为动力学分析的客户抱怨监控系统研究

如何构建基于社交网络平台舆情挖掘的客户抱怨监控系统,从而实施有效的客户抱怨管理,已经成为网络时代背景下企业客户关系管理面对的重要问题。以国内某电网公司为例,将用户对供电服务的微博抱怨评论作为研究对象,采用文本挖掘技术和行为动力学分析相结合的方法,构建了一个新的客户抱怨监控系统。研究表明,开发一个有效客户抱怨监控系统的关键在于如何从空间和时间两个维度实时监控用户抱怨行为动力学特征,从而具备特定对象监控与服务能力,这将为供电企业主动识别不同地区不同类型客户的抱怨关注点、制定有针对性的客户服务改进方案提供技术保障。     

电力客户需求高适配性关联抽取算法

为了准确、高效地分析电力客户需求,从而降低电力企业成本,提高电力服务的产品附加值,基于层次分析法,计算条件属性重要度,构建优先关系矩阵,结合模糊关系判断尺度,确定电力客户需求权重。度量决策树节点纯度,分别对离散型节点变量与连续型节点变量进行指标分析,判断电力客户需求权重的准确性。建立电力客户需求关联抽取模型,获取电力客户需求用户画像,将信息区分值作为区分变量能力强弱的指标,计算不同变量之间的相关系数,设计关联抽取算法,得到电力客户关联结果。该方法在高、中、低3种频率中,虽其平均绝对百分比误差(MAPE)值不断升高,且随着关联层次的增加而逐渐递增,但整体依旧较低,判断电力客户需求权重的准确性较高。     

数字电视商业运营系统规划

数字电视商业运营系统统领着广电数字电视,处于数字电视整体管理的核心位置,支撑数字电视客户管理系统、客户服务系统、业务管理系统、运营管理系统、决策支持系统和银行代收等第三方多层次管理系统,是广电核心竞争力与运营效率的重要支撑,介绍诸暨广电数字电视商业运营系统BOSS规划,从硬件网络架构、软件功能、客户服务和功能扩展规划方面合理地、更多地、更全面地阐述其业务功能。     

移动通信客户价值提升策略研究及应用建议

依托客户价值提升理论,从移动通信客户价值测量指标体系模型出发,围绕用户在网时长和ARPU值两个关键要素,建立客户价值提升策略模型,从客户价值感知点的八个方面来延长在网时长和提升ARPU值。最后结合实际情况提出运营商提升客户价值的应用建议。     

Six-sigma design [quality control]

The approach to customer satisfaction taken at Motorola is described. It is based on two conclusions derived from various studies: A product is built in the shortest time and at the lowest cost if no mistake is made in the process; and if no defect can be found anywhere in the process of building a product for the customer, then the customer probably will not find one either. Beginning in 1987, Motorola designers were required to adopt ±6-sigma tolerance limits, i.e., product design margins were to be twice the normal variation of the process. The way in which this was implemented in a six-step design process is described     

客服系统接口优化方案

目前我公司客服系统每月接入话务量超一亿次,每天接入话务量达300多万,月初每天话务量达到500多万,平日每天客服系统与BOSS系统接口数据交互量在1100万次以上,BOSS系统提供给外部接口的资源有70%以上均被客服系统占用,使BOSS系统服务开通主机、中间件主机甚至BOSS和客服系统连接网络都承受很大压力。在实际运营中,由于网络闪断,接口延迟,BOSS中间件堵塞等多种原因,常造成客服系统出现分层失败、IVR自动查询缓慢等故障,影响客户使用热线感知和客户满意度。     

客服系统接口优化方案

目前我公司客服系统每月接入话务量超一亿次,每天接入话务量达300多万,月初每天话务量达到500多万,平日每天客服系统与 BOSS 系统接口数据交互量在1100万次以上,BOSS 系统提供给外部接口的资源有70%以上均被客服系统占用,使 BOSS 系统服务开通主机、中间件主机甚至 BOSS 和客服系统连接网络都承受很大压力.在实际运营中,由于网络闪断,接口延迟,BOSS 中间件堵塞等多种原因,常造成客服系统出现分层失败、IVR 自动查询缓慢等故障,影响客户使用热线感知和客户满意度     

基于结构方程模型的IPTV客户满意度分析方法

针对当前运营商对IPTV客户满意度的关注,提出了基于结构方程模型的IPTV客户满意度分析方法。该方法通过由两大类六个方面构成的评价指标体系和引入改进要求类指标到模型中,可更全面分析影响IPTV客户感知和满意度的各类因素。实证分析显示模型具有合理性,模型得出的满意度提升措施建议对后续工作具有参考价值。该方法适用于其他家庭多媒体业务的满意度分析。     

Performance analysis of a telephone system with both patient and impatient customers

In this paper, the performance of a telephone system in which there are both patient and impatient customers is studied. Depending on the waiting time in the buffer, a customer may become impatient and therefore the call is incomplete. An impatient customer still consumes real processing time. The impact of impatient customers on the system is much more remarkable than people would expect. We formulate this model as a queueing system with a finite buffer. The status of a customer, i.e. whether patient or impatient, depends on the waiting time in the buffer and the service time is different for the different type of customers. The joint distribution of the numbers of patient and impatient customers in the system is obtained for the system in equilibrium. Expressions of many performance measures, including the average number of patient customers or impatient customers in the system, the average length of the service time, the average arrivals during a service period, and the proportion of the useful service time contributing towards patient customers' service, can be expressed in terms of the joint probabilities. The waiting time probabilities and the average waiting time of a customer in the buffer and the probability that a customer will be served as a patient customer are also obtained. Numerical examples are presented.     

电力客户经理服务助手系统的研究与应用

针对电力行业业务需求专业定制的客户经理服务助手,是基于云计算技术设计的全新话务控制系统,是集客户联络中心、销售服务及客户管理为一体的移动式通信服务系统。系统可自动按客户需求分配话路资源,实现定向服务,可实现工单的在线流转和处理,同时管理者只需登录客户端,就可以随时查看报表、调整绑定号码、并对员工进行实时的监控与管理,为客户提供集成化、高并发处理呼叫服务以及专业化、精细化、差异化的供电服务。     

电信业CRM中客户挽留流程分析与实践

本文分析设计了电信业CRM(客户关系管理)系统中客户挽留流程,研究了如何使用人工神经网络技术实现流程的核心--客户流失预测模型,最后基于该流失预测模型,构建了电信业CRM客户挽留系统.