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The Design and Implementation of call center knowledge base management system

Author: WenGuangFu
Tutor: LiuYi；XuWanFu
School: University of Electronic Science and Technology
Course: Software Engineering
Keywords: call center knowledge base management system Ajax
CLC: TP311.52
Type: Master's thesis
Year: 2011
Downloads: 43
Quote: 0
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Abstract


Enterprise mobility of frequent and operation time between the persistence of conflict has become a prominent contradiction of enterprise management. By building the knowledge base, in the form of documents, system into effective management of enterprise knowledge system, personal knowledge resources to efficiently distribute staff as much into enterprise knowledge resources.Knowledge base management system for call center customer service representatives provide quality service to customers in a short time solution, enabling more professional knowledge base systems, to enhance work efficiency, reduce training costs, improve service quality is of great significance. This article explores knowledge base system in application status at home and abroad, study on three-tier development techniques, and GDI+, LINQ, Ajax, Crystal reports, and other related technologies, utilization of technical implements a basic call center knowledge base management system and analysis of the difficulties in the implementation process has been. System structure using B/S mode, perfect function, simple operation.This system provides a good model for call center agencies, enterprises and institutions related to the knowledge base management system has a very good reference value.

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Program design,software engineering > Software Engineering > Software Development
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