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| Content Provider | IEEE Xplore Digital Library |
|---|---|
| Author | Yong Feng Hongyan Xu Song Yan |
| Copyright Year | 2008 |
| Description | Author affiliation: Coll. of Inf. Sci. & Technol., Liaoning Univ., Shenyang (Yong Feng; Hongyan Xu) |
| Abstract | With the transformation of service mode in enterprise from production-centered to customer-centered, improving the knowledge service level of customer service center to better meet customer's knowledge requirement becomes the key for the success of enterprise. In this paper, the construction of the knowledge push system served for customer service center was described. By the knowledge push system, various kinds of Enterprise application could be integrated and the knowledge service capability of customer service center could be promoted. Firstly, the concept of knowledge push was introduced and the customer-centered knowledge push requirement was analyzed. Then, the construction method of customer-centered integrative knowledge push system was proposed, which included the frame, the running flow and the key implementation technologies of knowledge push system. Finally, an instance analysis was given to illuminate that the customer-centered integrative knowledge push system could effectively improve the work efficiency of customer service center and customer satisfaction. |
| Starting Page | 971 |
| Ending Page | 975 |
| File Size | 296403 |
| Page Count | 5 |
| File Format | |
| ISBN | 9780769532585 |
| DOI | 10.1109/ISECS.2008.45 |
| Language | English |
| Publisher | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Publisher Date | 2008-08-03 |
| Publisher Place | China |
| Access Restriction | Subscribed |
| Rights Holder | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Subject Keyword | Customer satisfaction knowledge push customer service Search engines Ontologies Customer service Data mining knowledge management Engines Construction industry |
| Content Type | Text |
| Resource Type | Article |
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