摘要
Abstract
Fujian Electric Power Company, by overcoming the above defects, implemented the service data integration and man?agement application innovation service practice, and set up an intel?ligent service access platform for the electricity service halls. The developed platform was equipped with four modules(service hall channel operation management, customer agent personal work?bench, service equipment access, as well as the other channel inter?actions), fully collecting and integrating service processing, service trace, network, personnel training, equipment and other service da?ta, and carrying out data monitoring, analysis and management ap?plications. By the application of the developed platform, not only the efficiency of customer service has been improved, but also ser?vice traces can be traced back, service capacity can be measured, service quality can be controlled, service diagnosis can be dataliza?tion, making management more convenient and more efficient.关键词
供电营业厅/客户服务/数据管理Key words
power supply business hall/customer service/data management分类
管理科学
