呼叫中心CRM的功能包括？

Simply put, CRM is the science and the art of satisfying the customer. In practice, it is a computer software based system that links front desk and customer contacts to information about customers in the various departments of the enterprise.

CRM目前是一个高速增长的市场。CRM软件和客户接触中心的结合，使其真正将客户与企业内部的客户信息系统的结合在一起了，很方便的从前很难提供的服务。

CRM is now a fast growing market. The combination of the CRM software and the customer contact center enables it to combine the customer and the enterprise's customer information system. It is very convenient and difficult to provide.

CRM是将企业前台的客户接触与后台的信息结合在一起的系统。前台的大部分接触是通过呼叫呼叫中心进行的，而后台大部分信息是储存在呼叫中心以外的企业的各个部门的数据库中。从呼叫中心的角度讲，就是当客户的呼叫接通时，有关客户的一切信息同时可以展现在坐席代表面前，这样可以有效的降低平均通话时间并且提高客户的满意度。

CRM is a system that combines customer contacts at the corporate front desk with background information. Most of the contacts of the front desk are carried out through call centers, where most of the information is stored in the database of the various departments of the enterprise outside the call center. From the perspective of the call center, is when a customer call is switched on, all the information about customers at the same time can be displayed in front of representative seats, which can effectively reduce the average call time and improve customer satisfaction.

从更高的角度看，呼叫中心是有其技术平台和工作人员共同组成的，而工作人员是这个系统中复杂的机器。现代呼叫中心的角色发生了很大的变化，越来越变得以客户为中心。

From a higher perspective, the call center is composed of its technical platform and staff, and the staff is the most advanced and complex machine in the system. The role of the modern call center has changed dramatically and has become more customer centric.

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