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2008 International Symposium on Electronic Commerce and Security
Research on the Construction of Customer-centered Integrative Knowledge Push System
August 03-August 05
ISBN: 978-0-7695-3258-5
ASCII Text
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Yong Feng, Hongyan Xu, Song Yan, "Research on the Construction of Customer-centered Integrative Knowledge Push System," Electronic Commerce and Security, International Symposium, pp. 971-975, 2008 International Symposium on Electronic Commerce and Security, 2008.
 
 
BibTex
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@article{ 10.1109/ISECS.2008.45,
author = {Yong Feng and Hongyan Xu and Song Yan},
title = {Research on the Construction of Customer-centered Integrative Knowledge Push System},
journal ={Electronic Commerce and Security, International Symposium},
volume = {0},
year = {2008},
isbn = {978-0-7695-3258-5},
pages = {971-975},
doi = {http://doi.ieeecomputersociety.org/10.1109/ISECS.2008.45},
publisher = {IEEE Computer Society},
address = {Los Alamitos, CA, USA},
}
 
 
RefWorks Procite/RefMan/Endnote
x 
 
TY - CONF
JO - Electronic Commerce and Security, International Symposium
TI - Research on the Construction of Customer-centered Integrative Knowledge Push System
SN - 978-0-7695-3258-5
SP971
EP975
A1 - Yong Feng,
A1 - Hongyan Xu,
A1 - Song Yan,
PY - 2008
KW - knowledge push
KW - knowledge management
KW - customer service
VL - 0
JA - Electronic Commerce and Security, International Symposium
ER -
 
With the transformation of service mode in enterprise from production-centered to customer-centered, improving the knowledge service level of customer service center to better meet customer's knowledge requirement becomes the key for the success of enterprise. In this paper, the construction of the knowledge push system served for customer service center was described. By the knowledge push system, various kinds of Enterprise application could be integrated and the knowledge service capability of customer service center could be promoted. Firstly, the concept of knowledge push was introduced and the customer-centered knowledge push requirement was analyzed. Then, the construction method of customer-centered integrative knowledge push system was proposed, which included the frame, the running flow and the key implementation technologies of knowledge push system. Finally, an instance analysis was given to illuminate that the customer-centered integrative knowledge push system could effectively improve the work efficiency of customer service center and customer satisfaction.
Index Terms:
knowledge push, knowledge management, customer service
Citation:
Yong Feng, Hongyan Xu, Song Yan, "Research on the Construction of Customer-centered Integrative Knowledge Push System," isecs, pp.971-975, 2008 International Symposium on Electronic Commerce and Security, 2008
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