對於許多企業組織來說,客服是第一線接觸到客戶的單位。對於許多企業而言,與客戶接觸最直接的單位,就是客戶服務中心(Call Center)。由於資訊科技的進步,以及企業競爭方式的改變,在某些產業中,如金融業、電信業、保險業、運輸業等,客戶服務中心日益受到重視,它所提供服務的好壞成為是企業客戶滿意度的指標。 有鑑於客戶服務中心的重要性,因此本研究探索客戶服務中心執行知識管理,欲探究客服中心知識管理構面,探討解決客服中心知識管理構面問題的知識管理活動,探討知識管理的功能。 本研究採取個案研究法,對國內一家通關網路公司客戶服務中心進行研究。經由知識管理、客戶服務中心等文獻建立理論性架構後,透過專家訪談來修正理論行架構,建立概念性架構。並透過問卷來分析各構面的認同度與關連性分析。 本研究探索客戶服務中心執行知識管理,透過兩階段探索:專家訪談和問卷調查後,歸納出客服中心認為較為重要的客服中心知識管理構面有哪些;經常利用哪些知識管理活動來解決客服中心所發生的問題;以及透過這些知識管理活動可以哪些知識管理功能。
For many business organizations, customer service is the first line of contact with customers units. For many enterprises, with the most direct contact with clients unit is customer service centers (Call Center). As information technology advances, and the competitiveness of enterprises to change the way in certain industries, such as the financial industry, the telecommunications industry, the insurance industry, the transport industry, customer service centers have received increasing attention. it provides services to be good or bad corporate customer satisfaction index. In view of the customer service center in importance, the present study explored the implementation of the Customer Service Center of knowledge management, For Inquiry call center knowledge management structure surface and explore ways to solve call center knowledge management structure of the knowledge-management activities, on knowledge management function. This study examined cases taken to a domestic customs Internet company customer service center for research. Through knowledge management, customer service center and other documents to establish theoretical framework, through interviews of experts to amend the theoretical framework OK, the establishment of a conceptual framework. Through a questionnaire and to analyze the surface structure and degree of agreement related analysis. This study explored the implementation of the Customer Service Center of knowledge management, through two stages of exploration : expert interviews and a questionnaire survey, summed up call center is more important that the call center knowledge management structure which face; regular use of what knowledge management activities to address call center what happened; and through these knowledge management activities which knowledge management capabilities.