| 廊坊供电公司“95598”客户服务系统建设和运行管理分析 |
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| 引用本文： | 张冠群,王宏,王立军,刘兆娟.廊坊供电公司“95598”客户服务系统建设和运行管理分析[J].华北电力技术,2005(Z1). |
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| 作者姓名： | 张冠群 王宏 王立军 刘兆娟 |
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| 作者单位： | 廊坊供电公司，廊坊供电公司，廊坊供电公司，廊坊供电公司 河北 廊坊 065000，河北 廊坊 065000，河北 廊坊 065000，河北 廊坊 065000 |
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| 摘 要： | 廊坊供电客户服务系统在建设上采用一级模式,减少了中间环节。在系统的运行管理中,完善了客户代表系统软件的分类统计功能,开发了新功能和新模块,简化了停电查询业务处理流程。通过对系统2004年运行数据的分析,掌握了客服电话业务量的变化规律,进一步提高了供电企业的服务水平。
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| 关 键 词： | 客户服务系统 硬件建设 运行管理 |
Analysis on Construction and Operation Management of Power Supply Company's"95598" Customer Service System |
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| Zhang Guan-qun,Wang Hong,Wang Li-jun,Liu Zhao-juan.Analysis on Construction and Operation Management of Power Supply Company''''s"95598" Customer Service System[J].North China Electric Power,2005(Z1). |
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| Authors: | Zhang Guan-qun Wang Hong Wang Li-jun Liu Zhao-juan |
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| Abstract: | Langfang Power Supply Customer Service System adopts the mode to directly face users, save intermediate links. In the operation management, Customer Representative system software classification function is perfected, some new functions and modules is developed, the process of interruption inquiry business is simplified. Based on the analysis on 2004 operating data,the variation lawis of the turnover of customer telephone are well knew , therefore the service level of power supply enterprise is further improved. |
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| Keywords: | customer service system hard ware configuration operation management |
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