| • | 理解電話、非電話渠道的業務和績效數據（例如：服務水平、棄呼率、業務到達模式） Understanding transaction and performance data (e.g. service level, abandonment rate, and transaction arrival patterns) from both phone and non-phone contact channels |
| • | 人事管理——招聘、培訓和實際績效監控 People Management – Recruit, Train, Monitor Actual Performance |
| • | 運用數據測量績效改善行動的結果 Using data to measure the results of performance improvement initiatives |
| • | 按照業務到達模式進行人員配備與排班——以及這樣做對服務水平、成本以及顧客滿意度的影響 Staffing and scheduling to transaction arrival patterns-- how this impacts service levels, costs, and customer satisfaction |
| • | 運用業務監控來管理及改善流程績效 Using transaction monitoring to manage and improve process performance |
| • | 呼叫中心效率監控 Monitoring Efficiency of the Call Centre |
| • | 測量和監控顧客滿意度 Measuring and Monitoring Customer Satisfaction |
| • | …以及更多 |
| • | 學會制定聯絡中心戰略規劃及年度規劃 Strategic and Annual Planning for the contact center |
| • | 確定并應用服務質量及顧客滿意度改善策略 Identify and apply tactics of Quality and Customer Satisfaction improvements |
| • | 確定、建立、溝通和實施關鍵績效指標改善戰略與戰術，達成業務及顧客需求 Identify, establish, communicate and implement KPI enhancement strategies and tactics to meet business and customer requirements |
| • | 聯絡中心電話和非電話業務運營數據解讀 Interpret operational data from both phone and non-phone customer contact channels |
| • | 理解服務-質量-成本三者的平衡關系 Understand the Balance of Service-Quality-Cost |
| • | 聯絡中心的成本要素組成 What are the cost components of a contact center |
| • | 確定并理解推動績效的關鍵效率指標 Identify and understand key efficiency KPIs that drive performance |
| • | 制定并應用推動績效的關鍵績效指標 Develop and implement the key efficiency KPIs that drive performance |
| • | 運用統計數據分析技能來預測業務量，對人員進行排班以滿足預測業務量的需求，并管理排班遵守情況 Forecast workload using statistical data analysis techniques, schedule staff to meet forecasted workload and manage adherence to schedule |
| • | 招聘、培訓和監控員工，確保員工交付高質量的服務 Recruit, train and monitor staff to ensure they deliver quality |
| • | …以及更多 |
| Chapter 1.聯絡呼叫中心戰略管理Contact center strategic management |
| Chapter 2.聯絡呼叫中心戰略規劃Contact center strategy plan |
| Chapter 3.聯絡呼叫中心戰略執行Contact center strategy execution |
| Chapter 4.運營管理Operations Management |
| Chapter 5.顧客反饋 Customer Feedback |
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