云呼叫中心未来的价值升级

摘要:如今,随着云计算、大数据和人工智能等创新技术在呼叫中心系统 的应用,最新一代的呼叫中心系统 ——云呼叫中心 的功能更加多样化和智能化,不仅能够满足当下企业应用和客户交互的多种场景

云呼叫中心未来的价值升级

如今,随着云计算、大数据和人工智能等创新技术在呼叫中心系统 的应用,最新一代的呼叫中心系统 ——云呼叫中心 的功能更加多样化和智能化,不仅能够满足当下企业应用和客户交互的多种场景,而且企业管理者思维模式的转变,业务数据的沉淀和挖掘,让云呼叫中心系统 在企业内部开始发挥更大的价值,不再局限于服务的功能,在一些前瞻性企业中,呼叫中心系统 已经成为能够指导企业内部各部门运转和工作的决策中心和指挥中心,其中最具代表性的企业就是海尔。

  不得不佩服海尔的超前眼光,如今进入互联网和移动互联网时代,尤其是90后和00后逐渐成为主要的消费群体,他们的需求更加个性化,沟通的渠道更加多样化,如果还固步自封,像过去一样专注于提供标准化的产品和服务,注定将被时代淘汰。当“以客户为中心”对很多企业仍是口号的时候,海尔已经将这一理念落在了实际行动中。

  海尔首先要做的就是推翻客户与企业之间沟通的障碍墙,开放更多的接入方式给客户,实现和客户的全渠道互动,海尔呼叫中心 系统 的信息能够和企业内部的通信平台融合,保证客户不论从哪个渠道接入,呼叫中心 系统 后台的所有人员都可以看到,不仅仅是客服人员,还包括研发工程师,技术支持等,保证客户的问题第一时间得到及时专业的解决。

 

  而且海尔呼叫中心系统 还打造了一个“微社区”,用户可以在社区内分享产品使用心得,提出功能改进意见,这些业务数据的积累,为企业进行精准服务、营销和推广,提供了强有力的数据支持,而且这些数据可以倒推研发和生产流程,实现流程优化,改变了以往企业生产什么卖什么的固有模式,而是用户需要什么企业生产什么,根据用户的实际需求,指导未来的研发方向,从根本上增强了用户粘性,实现了海尔产品和服务的全面升级。

  呼叫中心 系统 成为决策中心指导产品生产改进和企业发展,在这一点上,海尔就胜了,因为没有一个消费者会讨厌一个自己可以参与发展,为自己代言的企业。

  当很多企业还在讨论怎样将呼叫中心 系统 “成本中心”转变为“利润中心”的时候,始终有更高瞻远瞩的企业,走在时代的前列,让呼叫中心 系统 发挥更大的价值,对于企业来说,尤其现在市场环境风云变幻之际,企业要想长久发展,都要拥抱技术的变化,真正做到以客户为中心,为消费者创造价值。(转自51callcenter)

Nowadays, with the application of innovative technologies such as cloud computing, large data and artificial intelligence in call center system, the function of the latest generation of call center system-cloud call center is more diversified and intelligent. It can not only meet the various scenarios of enterprise application and customer interaction, but also the thinking mode of enterprise managers. Change, business data precipitation and mining, so that the cloud call center system within the enterprise began to play a greater value, no longer limited to the function of service, in some forward-looking enterprises, call center system has become a decision-making center and command center to guide the operation and work of various departments within the enterprise, the most important of which is The representative enterprise is Haier.

Had to admire Haier's foresight, now into the Internet and mobile Internet era, especially the post-90s and post-00s gradually become the main consumer groups, their needs are more personalized, communication channels are more diversified, if still stubborn, as in the past focused on providing standardized products and services. Will be eliminated by the times. When "customer-centric" is still a slogan for many businesses, Haier has put this concept into practice.

The first thing Haier needs to do is to overthrow the barrier wall between customers and enterprises, open more access ways to customers, and achieve full-channel interaction with customers. The information of Haier Call Center System can be integrated with the communication platform within the enterprise to ensure that customers access from any channel, call center system background. All staff can see, not only customer service personnel, but also research and development engineers, technical support, etc., to ensure that the customer's problems are solved in a timely and professional manner.

Moreover, Haier Call Center System has created a "micro-community" in which users can share the experience of product usage and put forward suggestions for functional improvement. The accumulation of these business data provides a strong data support for enterprises to carry out precise service, marketing and promotion, and these data can be used for backward research and development. Production process and process optimization have changed the inherent mode of what enterprises produce and sell in the past, but what enterprises need to produce and what enterprises produce. According to the actual needs of users, the direction of future research and development is guided, which fundamentally enhances the stickiness of users and realizes the overall upgrade of Haier products and services.

The call center system became the decision center to guide product improvement and enterprise development, and Haier won in this regard, because no consumer would hate an enterprise that can participate in development and endorse itself.

While many enterprises are still discussing how to change the call center system from "cost center" to "profit center", there are always more far-sighted enterprises, walking in the forefront of the times, so that the call center system to play a greater value, for enterprises, especially in the changing market environment, enterprises have to If we want to develop for a long time, we should embrace the change of technology, truly focus on customers and create value for consumers.

相关标签

云呼叫中心,云呼叫中心系统,呼叫中心平台系统

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