- 學位論文
數位學習及實體學習對電話客服中心案件量之影響-以ERP軟體系統為例
Influence of E-Learning and Traditional Learning on the case amount of a call center -taking ERP software system as an example
摘要
現今社會中，客戶對客服素質的要求日漸嚴謹，客服品質的好壞往往牽涉到企業經營的成敗，影響到企業的形象與生存。企業唯有由顧客滿意出發，創造服務差異，才能取得優勢。『沒有不景氣，只有不爭氣』，唯有積極創造出與競爭者之間的差異。由顧客滿意的觀點出發，並且根據顧客的需求進行服務與產品的設計規劃，創新滿足顧客需求的價值服務，必能在這場艱困的競局中勝出。 本研究探討數位學習與實體學習是否影響客服案件量。希望藉由研究結果作為日後 A 公司在進行客戶之企業資源規劃 (enterprise resource planning, ERP) 系統輔導上線階段時能引導客戶重視學習所帶來的效益。進而減少客服中心在系統應用、欄位說明、流程作業、報表應用的案件，提高 A 公司服務效能並協助客戶 ERP 導入成功。 資料來源是以 A 公司的中型企業用戶使用 ERP 產品 GP2.X 版，於2010年系統上線之客戶全省電話客服中心案件做分析。共蒐集106家客戶，客戶端業務部門使用者373位，訂單模組之系統應用、欄位說明、流程作業、報表應用案件共123件。 獲得之研究結論為，不同學習型態對學習成效具有顯著影響，且不受干擾變數組織規模、系統規模、數位落差等影響，由此可見未來 A 公司可針對客戶系統教育訓練訂定各項行動方案，擴大學習成效。並製作客服管家報表，引導客戶管理階層重視學習，共同協助使用者學會 ERP 系統操作及系統應用。
並列摘要
In the society nowadays, customers become more demanding on the quality of customer service. The quality of customer service determines the success of business operation, affecting the image and survival of a business. Only by earning customer satisfaction and creating differential service could enterprises possess advantages. “There’s no recession, but only failure.” To be the winner in the competition, the only way is to positively create differences among competitors, by focusing on the viewpoint of customer satisfaction, providing service, product design, and plans according to customer needs, and offering valuable and innovative service upon customer needs. The study explored the influence of e-learning and traditional learning on the caseload of call center. The findings can help Company A to guide customers to concern about the learning efficiency during the stage of ERP system implementation, in order to reduce the caseload of call center regarding system application, explanation of columns, workflow and report application, increase the service efficiency of Company A, and successfully assist customers with ERP implementation. This study sourced data from the cases of nationwide call centers that are medium enterprises and implemented the ERP product, GP2.X, of Company A in 2010. A total of 106 cases were collected, and there were 373 departmental users at the client-end. There were 123 cases on system application of order module, explanation of columns, workflow, and report application. This study found that, different learning modules significantly affect learning effects and they are not affected by the moderator variables, such as size of organization, size of system and digital divide. This shows that in the future, Company A can establish different plans of action focusing on the system education training of customers to enhance learning effects. Meanwhile, a summary report can be made to guide teams of customer management to concern about learning, and collectively assist users to learn ERP system operation and application.