| 数据挖掘在一个基于呼叫中心的CRM查询分析中的应用 |
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| 引用本文： | 谢峻伟,胡志宇,王云绮. 数据挖掘在一个基于呼叫中心的CRM查询分析中的应用[J]. 数字社区&智能家居, 2011, 0(5) |
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| 作者姓名： | 谢峻伟 胡志宇 王云绮 |
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| 作者单位： | 东华大学计算机科学与技术学院;上海市国家税务局; |
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| 摘 要： | 该文对呼叫中心服务数据和CRM定单管理数据进行以商业为中心的数据挖掘,以此改善客户服务和支持,提高客户满意度。
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| 关 键 词： | 数据挖掘 呼叫中心 CRM |
The Application of Data Mining in a CRM's Query and Analysis Which is Base on Call Center |
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| XIE Jun-wei,HU Zhi-yu,WANG Yun-qi. The Application of Data Mining in a CRM's Query and Analysis Which is Base on Call Center[J]. Digital Community & Smart Home, 2011, 0(5) |
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| Authors: | XIE Jun-wei HU Zhi-yu WANG Yun-qi |
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| Affiliation: | XIE Jun-wei1,HU Zhi-yu2,WANG Yun-qi1(1.School of Computer Science and Technology,Donghua University,Shanghai 200051,China,2.Shanghai Municipal Administration of State Taxation,Shanghai 200030,China) |
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| Abstract: | This page commercial-centred data minings the data of a call centre service system and the data of a CRM order manage system,and improve customer services and support,increase customer satisfaction. |
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| Keywords: | data mining call center CRM |
| 本文献已被 CNKI 等数据库收录！ |
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