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1、呼叫中心知识平台价值化管理【前言】【案例分析】：某省移动服保部为何出了严重投诉案例？l思考一：为何员工不愿意使用知识库查询？l思考二：上万条信息的知识库如何发挥真正效能？【某电商平台的极致思维】：l无所不用其极的服务²无所不用其极的数据分析应用²无所不用其极的员工维度筛选与培养l无所不用其极的话术系统搭建应用²无所不用其极的在线服务模板优化l无所不用其极的平台搭建与想象空间【行动学习】：l我就是客服，我希望的知识库是。。。。。。【课程内容】第一章知识库模块与内容现状分析一、知识库当前架构分析首要功能----搜索powersuppl
2、yofcomputerequipment,thebuildinglightningprotectionsystemsonthebasisof,installedintheUPSoutputswitchpowersupplydevice,threephaselineandazero-lineaccesslightning,lightningprotectionofdistributionandbuildinganindoorroomthree-levellightning,lightningprotectionrequirement
3、softoreachtheengineroom.(Note:thecomputerroomandfreshairventilationofinteriordecorationarenotincludedinthecontentsofthesystem)forinformationroomeffectchartbelow:cablingsystemistheimportantcontentofprojectinfrastructure,isaweaksystemofdataandvoicetransmissionchannel.In
4、tegratedwiringsystemrequirestheuseofstandardizedproducts,suitableformainstreamnetworktopology,andcanmeettheneedsofevolvingnetworktechnologytosupportdatacommunication,speechcommunication,multimediacommunicationaswellascontrolsignalcommunications.Integratedwiringsystems
5、arerequiredtoadapttoacomplexspaceenvironment,protectionagainsthigh-frequencyelectricalequipment,spaceandelectromagneticwave,andguaranteecomprehensivewiringsysteminthevariouskindsofinterferencebetweentransmitted.Integratedwiringsystemsshouldensurethattheinformationtran
6、smittedsafelyandsecurely.Integratedwiringsystemsshouldprovidestrongsystemsmanagementcapabilities,caneffectivelymanage,systemmaintenance找讲师、公开课，上诺达名师网，中国最大的培训平台http://qy.thea.cn/²案例：某电视购物平台的知识库搜索功能对服务满意度和销售额的影响1、好看么？2、好找吗？1)结构---基于客户OR产品？2)流程---基于阐述OR帮助？3、好用吗？1)格式2)内容3
7、)更新的时效二、知识库当前内容分析1、最影响满意度的内容输出2、知识要转换成话术3、内容要精修4、知识库导入测试----模拟对练powersupplyofcomputerequipment,thebuildinglightningprotectionsystemsonthebasisof,installedintheUPSoutputswitchpowersupplydevice,threephaselineandazero-lineaccesslightning,lightningprotectionofdistribution
8、andbuildinganindoorroomthree-levellightning,lightningprotectionrequirementsoftoreachtheengineroom.(Note:thecomputerroomandfr
