【正文】 .................................... 17 簡(jiǎn)單的說(shuō) .................................................................................................... 17 第四章 呼叫中心功能 .................................................................................................... 19 4． 1 外線接入 ........................................................................................................ 19 4． 2 ACD 功能 ........................................................................................................ 19 4． 3 呼叫中心通信基本功能 ................................................................................... 20 4． 4 WEB 可視化流程編輯器 .................................................................................. 21 4． 5 監(jiān)控配置、錄音、語(yǔ)音信箱 ............................................................................. 22 4． 6 知識(shí)庫(kù)功能 .................................................................................................... 23 4． 7 完善的通信統(tǒng)計(jì)和業(yè)務(wù)統(tǒng)計(jì)功能 ..................................................................... 24 4． 8 業(yè)務(wù)功能 ........................................................................................................ 24 第五章 營(yíng)銷業(yè)務(wù)系統(tǒng) .................................................................................................... 25 、營(yíng)銷基本工作流程和理念 ................................................................................ 25 、主頁(yè)面 ............................................................................................................ 26 、電話通信部分界面如下： .............................................................................. 26 、業(yè)務(wù)功能： ................................................................................................... 27 、詳細(xì)功能 ......................................................................................................... 28 、起始頁(yè)： ...................................................................................................... 28 、工作臺(tái) .......................................................................................................... 28 業(yè)務(wù)受理 .......................................................................................................... 29 消息和提醒 ...................................................................................................... 29 工作回顧 .......................................................................................................... 31 工作分析 .......................................................................................................... 32 、團(tuán)隊(duì)助理 ...................................................................................................... 33 、任務(wù)管理 ...................................................................................................... 35 任務(wù)分配 .......................................................................................................... 35 任務(wù)監(jiān)控 .......................................................................................................... 36 任務(wù)明細(xì) .......................................................................................................... 37 任務(wù)統(tǒng)計(jì) .......................................................................................................... 38 樣本分析 .......................................................................................................... 40 任務(wù)進(jìn)度查詢 ................................................................................................... 41 、數(shù)據(jù)管理 ...................................................................................................... 42 數(shù)據(jù)導(dǎo)入 .......................................................................................................... 42 數(shù)據(jù)回滾 .......................................................................................................... 43 錄音下載 .......................................................................................................... 43 、項(xiàng)目管理 ...................................................................................................... 44 新建項(xiàng)目 .......................................................................................................... 44 項(xiàng)目管理 .......................................................................................................... 47 、問(wèn)卷管理 ..........