SEE卓越服务文摘

提升呼叫中心的运营效率和效果，对企业来说是常年的努力和奋争，许多企业都期望能得到一种不断提升的进程模型，正如我们在SEE-CMM标准体系框架中所描述的，即一个可用于各种支持和服务功能的结构。SEE-CMM成熟度模型的核心，就是服务支持和服务实现

Though the economic recession may have dominated conversations at the 2008 Fall Conference co-hosted by AFSMI, SSPA and TPSA, tools and technology remained a hot topic. Though some belt-tightening is already evident, service and support technology's proven and easily documented return on investment potential means that significant investments are still being made.

We made the move to outsource our technology service and support to save money, right? And we did save money! But that does not mean that during uncertain economic times that we can't go back and find additional cost savings with our outsourcing model.

Unfortunately, according to the AFSMI/SSPA Benchmark database, the average percent of visitors to support websites who find the answer they need has been steadily declining, from 48% in 2003 to 40% in 2007