Mr. Jinli Zhao Profile

Jinli Zhao

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Proceedings Article | 27 October 2023 Paper

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

Lin Chen, Jinli Zhao

Proceedings Volume 12922, 129220D (2023) https://doi.org/10.1117/12.3008673

KEYWORDS: Internet

Read 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.

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