China＇s Call Center Development Strategy

作     者：Zhenji Zhang Mincong Tang Honglu Liu 

作者机构：Department of Information Management of Beijing Jiaotong University and commissioner of China Computer Network Application Association Department of Information Management School of Economics and Management of Beijing Jiaotong University Beijing China100044 Ph.D. of Moscow Railway Engineering University of Russia postdoctor of MREU associate prof. of School of Computer Science of Beijing Jiaotong University 

出 版 物：《Chinese Business Review》 (中国经济评论（英文版）)

年 卷 期：2005年第4卷第2期

页      面：23-27页

学科分类：11[军事学] 0810[工学-信息与通信工程] 1105[军事学-军队指挥学] 08[工学] 081002[工学-信号与信息处理] 110503[军事学-军事通信学] 

主　　题：call center China development strategy 

摘      要：Call center technology has been widely used in China, including industries of banking, railway, telecommunication, electron, insurance, and so on. But the actual effects and benefits brought by adoption of call center are really poor. This paper analyzes the situation of call center＇s adoption in several major industries in China and also analyzes the existing problems, From the point of view of strategies of enterprises and call center, this paper puts forward a set of strategic and theoretical suggestions for call center development in China.