| Presentation | 2000/7/7 CQ2000-29 / TM2000-27 A Knowledge Management System for Call Center : Apply a Know-Who System to Call Center Minoru Ohyama, Hiroshi Tohjo, Toshifumi Enomoto, Tetsuji Sato, Hiroshi Tokunaga, |
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| PDF Download Page | PDF download Page Link |
| Abstract(in Japanese) | (See Japanese page) |
| Abstract(in English) | A Call Center which is a contact point between customer and company, is not only a front desk but also plays a vital role in increasing customer satisfaction and creating new businesses using customer feedback information. To offer quick response and high quality service to customers, information sharing function between operator and specialist is an essential function in the call center. In this paper, we discuss the possibility of intro-dusing a Know-Who system which appoints specialists about the sharing information(FAQ etc.)by inputting the search keywords. |
| Keyword(in Japanese) | (See Japanese page) |
| Keyword(in English) | Call Center / Customer Satisfaction / Knowledge Management / Know-Who / FAQ |
| Paper # | CQ2000-29,TM2000-27 |
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| Conference Information | |
| Committee | CQ |
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| Conference Date | 2000/7/7(1days) |
| Place (in Japanese) | (See Japanese page) |
| Place (in English) | |
| Topics (in Japanese) | (See Japanese page) |
| Topics (in English) | |
| Chair | |
| Vice Chair | |
| Secretary | |
| Assistant | |
| Paper Information | |
| Registration To | Communication Quality (CQ) |
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| Language | JPN |
| Title (in Japanese) | (See Japanese page) |
| Sub Title (in Japanese) | (See Japanese page) |
| Title (in English) | CQ2000-29 / TM2000-27 A Knowledge Management System for Call Center : Apply a Know-Who System to Call Center |
| Sub Title (in English) | |
| Keyword(1) | Call Center |
| Keyword(2) | Customer Satisfaction |
| Keyword(3) | Knowledge Management |
| Keyword(4) | Know-Who |
| Keyword(5) | FAQ |
| 1st Author's Name | Minoru Ohyama |
| 1st Author's Affiliation | The University of Electro-Communications/NTT Service Integration Laboratories() |
| 2nd Author's Name | Hiroshi Tohjo |
| 2nd Author's Affiliation | NTT Service Integration Laboratories |
| 3rd Author's Name | Toshifumi Enomoto |
| 3rd Author's Affiliation | NTT Cyber Space Laboratories |
| 4th Author's Name | Tetsuji Sato |
| 4th Author's Affiliation | NTT Cyber Space Laboratories |
| 5th Author's Name | Hiroshi Tokunaga |
| 5th Author's Affiliation | NTT Service Integration Laboratories |
| Date | 2000/7/7 |
| Paper # | CQ2000-29,TM2000-27 |
| Volume (vol) | vol.100 |
| Number (no) | 176 |
| Page | pp.pp.- |
| #Pages | 6 |
| Date of Issue | |