| 闫晓天,张颖,黄云谨,吴春迎.供电营业厅服务数据整合及管理应用[J].电力需求侧管理,2017,19(1):50-52 |
| 供电营业厅服务数据整合及管理应用 |
| Management application and service data integration of the electricity supply business hall |
| 投稿时间：2016-11-11 |
| DOI：10.3969/j.issn.1009-1831.2017.01.013 |
| 中文关键词: 供电营业厅 客户服务 数据管理 |
| 英文关键词: power supply business hall customer service data management |
| 基金项目: |
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| 摘要点击次数: 1348 |
| 全文下载次数: 1185 |
| 中文摘要: |
| 建省电力公司开展供电营业厅服务数据整合及管理应用创新，搭建供电营业厅智能服务接入平台。平台搭载4个主要模块:营业厅渠道运营管理，客户代表个人工作台，服务设备接入，与其他渠道交互，充分采集、整合业务处理、服务轨迹、网点、人员、设备等服务数据，并据此开展数据监控、数据分析和管理应用。该项目在供电营业厅应用后，在提高客户代表工作效率的同时，实现了营业厅服务痕迹可追溯、服务能力可衡量、服务质量可管控、服务诊断有依据，提升了客户服务质量和效率。 |
| 英文摘要: |
| Fujian Electric Power Company, by overcoming the above defects, implemented the service data integration and management application innovation service practice, and set up an intelligent service access platform for the electricity service halls.The developed platform was equipped with four modules (service hall channel operation management, customer agent personal workbench, service equipment access, as well as the other channel interactions), fully collecting and integrating service processing, service trace, network, personnel training, equipment and other service data, and carrying out data monitoring, analysis and management applications.By the application of the developed platform, not only the efficiency of customer service has been improved, but also service traces can be traced back, service capacity can be measured, service quality can be controlled, service diagnosis can be datalization, making management more convenient and more efficient. |
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