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1. ×Ô¶¯µç»°·ÖÅäϵͳ(Automatic Call Distribution, ACD)

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2. ½»»¥Ê½ÓïÒôÏìӦϵͳ(Interactive Voice Response, IVR)

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3. µç»°¹¤×÷Õ¾(Telephone Workstation)

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4. ¿Í»§¹ØÏµ¹ÜÀíϵͳ(Customer Relationship Management System, CRM)

¿Í»§¹ØÏµ¹ÜÀíϵͳÊǺô½ÐÖÐÐĵĺËÐÄÉ豸֮һ¡£Ëü¿ÉÒÔ°ïÖúÆóÒµ¹ÜÀí¿Í»§Êý¾Ý¡¢Ô¤²â¿Í»§ÐèÇó¡¢Ìá¸ß¿Í»§ÂúÒâ¶ÈºÍÔö¼ÓÏúÊÛ¶î¡£CRMϵͳ¿ÉÒÔ×Ô¶¯»¯¿Í»§·þÎñÁ÷³Ì¡¢¸ú×Ù¿Í»§ÀúÊ·¼Ç¼¡¢·ÖÎö¿Í»§·´À¡µÈ¡£Ëü¿ÉÒÔ°ïÖúÆóÒµ¸üºÃµØÁ˽â¿Í»§ÐèÇó£¬Ìṩ¸üºÃµÄ¿Í»§·þÎñºÍÖ§³Ö¡£

5. ºô½ÐÖÐÐÄ¼à¿ØÏµÍ³(Call Center Monitoring System)

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6. ºô½ÐÖÐÐÄ´ú±í(Call Center Representative)

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7. ºô½ÐÖÐÐľ­Àí(Call Center Manager)

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