基于大数据的95598优质服务管理创新与实践

Innovation and practice of 95598 quality service management based on big data

中文关键词: 客户服务  停电响应  指标质量管控  工作模式创新

英文关键词: customer service  power falure response  indicator quality control  work mode innovation

中文摘要:

      着大数据及云计算时代的到来，电力企业的服务管理需要减少经验式管理，将工作重点转移到数据价值挖掘与利用中，以数据驱动决策，提升企业管理效能。以客户为导向服务意识的增强，使得95598客户诉求信息日益受到重视，面对日益壮大的数据和服务提升上行压力，对电力客户服务中心的业务分析模式和管理方法提出了更高的要求。提出一种基于大数据的95598电力客户服务管理的创新方法，将大数据引入停电响应、指标质量管控、常态工作模式智能化等技术创新与管理创新过程，取得了显著效果。

英文摘要:

      With the arrival of large data and cloud computing era, the service management of power enterprises needs to reduce the experience of management, will transfer more energy into the data value mining and utilization, so that data?driven decision?making, improve enterprise management efficiency.At the same time, customer?oriented service awareness increased, 95598 customer demands information increasingly attention, in the face of growing data and services to enhance the upward pressure on the provincial customer service center business analysis model and management methods put forward higher requirements.This paper presents an innovative approach to service management in the era of large data.The introduction of technological innovation and management innovation has achieved remarkable results in terms of power failure response, index quality control and normal mode of operation.