A review of the transformation from traditional call center to internet call center

Lin Chen; Jinli Zhao

doi:10.1117/12.3008673

27 October 2023 A review of the transformation from traditional call center to internet call center

Lin Chen, Jinli Zhao

Proceedings Volume 12922, Third International Conference on Electronics, Electrical and Information Engineering (ICEEIE 2023); 129220D (2023) https://doi.org/10.1117/12.3008673
Event: The Third International Conference on Electronics, Electrical and Information Engineering (ICEEIE 2023), 2023, Xiamen, China

Abstract

With the continuous development of information and communication technology, new changes have taken place in the call industry. The transformation from traditional call center to Internet call center has become an important strategy of today's power enterprises. Through transformation, enterprises can not only manage business processes more effectively, but also reduce enterprise costs and improve customer service quality. This paper firstly summarizes the development of call center. Then the whole architecture and key technologies of traditional call center and Internet call center are introduced. Finally, based on the comparative analysis of the advantages and disadvantages between the traditional call center and the Internet call center, the inevitable trend of the call center transformation under the new situation is summarized.

(2023) Published by SPIE. Downloading of the abstract is permitted for personal use only.

Citation Download Citation

Lin Chen and Jinli Zhao "A review of the transformation from traditional call center to internet call center", Proc. SPIE 12922, Third International Conference on Electronics, Electrical and Information Engineering (ICEEIE 2023), 129220D (27 October 2023); https://doi.org/10.1117/12.3008673

ACCESS THE FULL ARTICLE

INSTITUTIONAL
Select your institution to access the SPIE Digital Library.

SELECT YOUR INSTITUTION

PERSONAL
Sign in with your SPIE account to access your personal subscriptions or to use specific features such as save to my library, sign up for alerts, save searches, etc.

PERSONAL SIGN IN

No SPIE Account? Create one

PURCHASE THIS CONTENT

SUBSCRIBE TO DIGITAL LIBRARY

50 downloads per 1-year subscription

Members: $195

Non-members: $335 ADD TO CART

25 downloads per 1 - year subscription

Members: $145

Non-members: $250 ADD TO CART

PURCHASE SINGLE ARTICLE

Includes PDF, HTML & Video, when available