本文選題：客戶(hù)關(guān)系管理 + 呼叫中心　； 參考：《沈陽(yáng)工業(yè)大學(xué)》2013年碩士論文

【摘要】：隨著經(jīng)濟(jì)的飛速發(fā)展，企業(yè)間的競(jìng)爭(zhēng)日益激烈，滿(mǎn)足客戶(hù)需求，為客戶(hù)提供優(yōu)質(zhì)滿(mǎn)意的服務(wù)，是建立良好的客戶(hù)關(guān)系的關(guān)鍵，同時(shí)也是企業(yè)持續(xù)發(fā)展的重中之重�，F(xiàn)有的呼叫中心系統(tǒng)中，繁忙的坐席人工服務(wù)無(wú)法24小時(shí)全天候?yàn)榭蛻?hù)提供服務(wù)，同時(shí)人工坐席的繁忙讓客戶(hù)無(wú)法耐心等待；而全天24小時(shí)的自助服務(wù)系統(tǒng)又無(wú)法為客戶(hù)提供符合客戶(hù)本身特點(diǎn)的人性化服務(wù)；同時(shí)對(duì)于企業(yè)而言，24小時(shí)的人工服務(wù)和越來(lái)越多的客戶(hù)數(shù)據(jù)導(dǎo)致需要購(gòu)買(mǎi)越來(lái)越多的存儲(chǔ)設(shè)備和大量的人力資源，這些因素都已成為企業(yè)發(fā)展的絆腳石，是企業(yè)提高利潤(rùn)，維持繼續(xù)發(fā)展的障礙。 本文針對(duì)目前CRM呼叫子系統(tǒng)中大量數(shù)據(jù)存儲(chǔ)、自助服務(wù)提供個(gè)性化信息查詢(xún)及問(wèn)題解決、客戶(hù)數(shù)據(jù)信息的有效分配及客戶(hù)所需信息的快速搜索等問(wèn)題從三方面進(jìn)行了研究。研究?jī)?nèi)容如下： （1）以傳統(tǒng)的呼叫中心系統(tǒng)為基礎(chǔ)，引進(jìn)云計(jì)算技術(shù)，利用云計(jì)算技術(shù)的分布式存儲(chǔ)及虛擬存儲(chǔ)技術(shù)，將呼叫系統(tǒng)中的客戶(hù)數(shù)據(jù)分布存儲(chǔ)在虛擬的云資源池中，根據(jù)哈希函數(shù)直接定址法將數(shù)據(jù)庫(kù)中的數(shù)據(jù)根據(jù)自身特點(diǎn)定址，通過(guò)網(wǎng)絡(luò)存儲(chǔ)于虛擬池中。對(duì)于客戶(hù)而言，分布存儲(chǔ)為客戶(hù)搜索數(shù)據(jù)提供了便利條件，加快搜索速度；對(duì)于企業(yè)而言，分布存儲(chǔ)為企業(yè)節(jié)省了存儲(chǔ)資源，避免了購(gòu)買(mǎi)存儲(chǔ)設(shè)備及后期維護(hù)的高昂費(fèi)用，減少了成本，增大的利潤(rùn)，同時(shí)也為整個(gè)系統(tǒng)提供了清晰的邏輯，避免數(shù)據(jù)的冗余和重復(fù)。 （2）利用自然界中的蟻群優(yōu)化搜索算法，將客戶(hù)提出的需求信息提取與數(shù)據(jù)庫(kù)分類(lèi)符合的關(guān)鍵詞，并根據(jù)關(guān)鍵詞，找到與之對(duì)應(yīng)的類(lèi)型數(shù)據(jù)庫(kù)，通過(guò)點(diǎn)對(duì)點(diǎn)的蟻群數(shù)據(jù)搜索，找到分泌信息素最多的搜索路徑，也就是最符合客戶(hù)需求的信息路徑，就能夠在最短時(shí)間內(nèi)為客戶(hù)搜索信息，以最快的速度為客戶(hù)提供服務(wù)。 （3）將研究出的基于云計(jì)算的CRM呼叫子系統(tǒng)應(yīng)用到A銀行的信用卡客戶(hù)服務(wù)中心系統(tǒng)中，滿(mǎn)足高消費(fèi)、頻刷卡客戶(hù)的需要，為客戶(hù)構(gòu)建了一個(gè)完全自助、快速、方便、滿(mǎn)意的呼叫中心系統(tǒng)，，為企業(yè)降低了成本，并建立了良好的客戶(hù)關(guān)系，獲取極大的客戶(hù)滿(mǎn)意度，維系了客戶(hù)的忠誠(chéng)度，為企業(yè)的發(fā)展奠定了更堅(jiān)實(shí)的基礎(chǔ)。
[Abstract]:With the rapid development of economy, the competition among enterprises is becoming more and more fierce. It is the key to establish a good customer relationship and the most important for the sustainable development of enterprises to meet the needs of customers and to provide high quality and satisfactory services to customers. In the existing call center system, the busy seat manual service cannot provide the service for the customer all the time 24 hours, at the same time, the manual seat busy lets the customer be unable to wait patiently; And 24 hours a day self-service system can not provide customers with their own characteristics of humanized services; At the same time, for enterprises, 24 hours of labor services and more and more customer data lead to the need to purchase more and more storage equipment and a large number of human resources. These factors have become a stumbling block to the development of enterprises, and they are also the way for enterprises to improve their profits. Maintain the obstacles to further development. In this paper, a large number of data storage in CRM call subsystem, self-service providing personalized information query and problem solving, efficient distribution of customer data information and fast searching of customer needed information are studied from three aspects. The contents of the study are as follows: Based on the traditional call center system, the cloud computing technology is introduced, and the customer data in the call system is distributed and stored in the virtual cloud resource pool by using the distributed storage and virtual storage technology of the cloud computing technology. According to the hash function method, the data in the database is addressed according to its own characteristics, and stored in the virtual pool through the network. For customers, distributed storage provides convenient conditions for customers to search for data and speeds up search. For enterprises, distributed storage saves storage resources and avoids the high cost of purchasing storage devices and later maintenance. It reduces cost, increases profit, and provides clear logic for the whole system to avoid redundancy and duplication of data. 2) using the ant colony optimization search algorithm in nature to extract the information of the customer's requirements according to the classification of the database, and to find the corresponding type database according to the keywords, and to search through the point-to-point ant colony data. Finding the most secreting pheromone search path, that is, the most suitable information path for customers, can search for information for customers in the shortest time, and provide services to customers with the fastest speed. The CRM call subsystem based on cloud computing is applied to the credit card customer service center system of Bank A to meet the needs of high-consumption, frequency-swiped customers, and build a completely self-help, fast and convenient system for customers. The satisfactory call center system reduces the cost for the enterprise, establishes the good customer relations, obtains the great customer satisfaction, maintains the customer loyalty, and lays a more solid foundation for the development of the enterprise.
【學(xué)位授予單位】：沈陽(yáng)工業(yè)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類(lèi)號(hào)】：TP3;F832.2

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 景博,陳明,郭冠清;呼叫中心接入方式的創(chuàng)新與實(shí)現(xiàn)[J];電訊技術(shù);2002年02期

2 謝峻偉;胡志宇;王云綺;;數(shù)據(jù)挖掘在一個(gè)基于呼叫中心的CRM查詢(xún)分析中的應(yīng)用[J];電腦知識(shí)與技術(shù);2011年05期

3 肖美華;鐘祥喜;;基于SD的云計(jì)算信息化的演進(jìn)分析及后續(xù)問(wèn)題探析[J];工業(yè)技術(shù)經(jīng)濟(jì);2012年06期

4 劉林東;鄔依林;;基于云計(jì)算的USBKey身份認(rèn)證技術(shù)研究[J];廣東第二師范學(xué)院學(xué)報(bào);2011年05期

5 凌穎;徐偉;;云呼叫中心系統(tǒng)中對(duì)虛擬化資源進(jìn)行動(dòng)態(tài)分配的方法[J];電信科學(xué);2013年06期

6 李欣;;公共電子閱覽室建設(shè)及云計(jì)算的應(yīng)用[J];河南圖書(shū)館學(xué)刊;2012年03期

7 劉波;楊路明;雷剛躍;謝東;;融合粒子群與蟻群算法優(yōu)化XML群體智能搜索[J];計(jì)算機(jī)研究與發(fā)展;2008年08期

8 李剛健;;基于虛擬化技術(shù)的云計(jì)算平臺(tái)架構(gòu)研究[J];吉林建筑工程學(xué)院學(xué)報(bào);2011年01期

9 文明波;丁治明;;適用于云計(jì)算的面向查詢(xún)數(shù)據(jù)庫(kù)數(shù)據(jù)分布策略[J];計(jì)算機(jī)科學(xué);2010年09期

10 張輝;趙正德;楊立朝;趙郁亮;;TSP問(wèn)題的算法與應(yīng)用的研究[J];計(jì)算機(jī)應(yīng)用與軟件;2009年04期

本文編號(hào)：1781491