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用人民情懷做好服務工作
作者:【彭雅馨】 來源:【湖南郵電報】 瀏覽:【383】發布時間:【2019/3/4】
 

用人民情懷做好服務工作

萬鵬赴10000號調研智慧客服工作

穿越體驗10000智能語音服務,與“小翼”進行多波次語音交互。

    2月21日下午,中國電信湖南公司黨委委員、副總經理萬鵬率省公司相關部門及直屬單位負責人到省客戶服務中心調研,現場穿越體驗IVR全語音服務、智慧門戶支撐,詳細了解翼棧建設運營情況,對10000號智能語音導航(智慧小翼)全省上線表示祝賀。

    在聽取專題工作匯報后,萬鵬指出,省客服中心要把10000號服務的智慧化和互聯網化作為自己的事業和理想,把10000號作為推動企業轉型升級的重要引擎,并提出具體要求:一是把準方向,大力推進服務能力智慧化、服務方式的互聯網化,要堅定不移,永無止境。二是夯實基石,提升三項基礎服務能力,即10000號自身能力(包括話務壓降、接通率、員工親和力、問題解決能力及IVR、人工、投訴咨詢等客戶滿意度)、工單運營管控能力、客戶之聲問題推動解決能力。三是加強知識庫建設,知識庫是企業的底層能力之一,對10000號服務能力起著至關重要的作用,要高度關注。四是抓好智慧服務,一方面服務能力要智慧化,重點抓好智能IVR、智慧門戶、智能質檢分析的能力建設;另一方面,服務方式要互聯網化,務必堅定不移地做好微信客服公眾號的運營,產品要更簡潔、個性化,流程要顯性化,善于用互聯網化的傳播方式進行推廣。

    調研中,萬鵬強調黨建統領就是要強化“以客戶為中心”的服務效果,省客服中心要不忘初心、砥礪前行,堅持用人民情懷做好各項服務工作,同時高度重視安全生產,排查安全隱患,做實日常工作。

 

 
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