摘要
阐述铁路构建呼叫中心的重要作用,介绍呼叫中心的概念。铁路呼叫中心将作为协调铁路内部管理和旅客服务需求的桥梁,在当前铁路客运从以运输为中心转型到以旅客服务为中心的过程中,起到服务、营销、管理三位一体的关键作用。
This paper expounded the important function for the construction of Railway Call Center,introduced the concept of Call Centers.The railway Call Center was as the bridge to coordinate the railway inter management into passenger service needs.The Center would play key role which integrated service,marketing and management in the process of changing the style from taking transportation as the central task to the taking passenger service as the central task for railway.
出处
《铁路计算机应用》
2010年第7期46-47,共2页
Railway Computer Application
关键词
呼叫中心
旅客运输
客运服务
Call Center
passenger traffic
passenger traffic service
