Apply Expert System to Call Center in Customer Relationship Management

1. Apply Expert System to Call Center in Customer Relationship Management g913825 王香齡 g913837 林家誼

2. Outline • What’s CRM? • The Call Center in CRM • System Architecture • System Demonstration

3. What’s CRM? (1/3) • Customer Relationship Management (CRM) is a process by which a company maximizes customer information in an effort to increase loyalty and retain customers’ business over their lifetimes.

4. What’s CRM? (2/3) • Primary goals • build long term and profitable relationships with chosen customers • get closer to those customers at every point of contact • maximize the company’s share of the customer’s wallet

5. What’s CRM? (3/3) • Main components of CRM architecture

6. The Call Center in CRM (1/2) • The section of an enterprise that directly contacts customers • solve customers’ problems • actively establish interaction with customers • reinforce customers’ royalty • Merrill Lynch has three call centers, and agents at all three centers answer approximately 50 million calls combined each year

7. The Call Center in CRM (2/2) • Operations and organization support of a call center

8. System Architecture(1/2)

9. System Architecture(2/2)

10. System Demonstration http://140.114.53.56/KE/index.htm

11. Presentation Finished Thank You!