Apply Expert System to Call Center in Customer Relationship Management g 王香齡 g 林家誼

Outline What’s CRM? The Call Center in CRM System Architecture System Demonstration

What’s CRM? (1/3) Customer Relationship Management (CRM) is a process by which a company maximizes customer information in an effort to increase loyalty and retain customers’ business over their lifetimes.

What’s CRM? (2/3) Primary goals build long term and profitable relationships with chosen customers get closer to those customers at every point of contact maximize the company’s share of the customer’s wallet

What’s CRM? (3/3) Main components of CRM architecture

The Call Center in CRM (1/2) The section of an enterprise that directly contacts customers solve customers’ problems actively establish interaction with customers reinforce customers’ royalty Merrill Lynch has three call centers, and agents at all three centers answer approximately 50 million calls combined each year

The Call Center in CRM (2/2) Operations and organization support of a call center

System Architecture(1/2)

System Architecture(2/2)

System Demonstration

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