The values of BI-empowered customer service in telecom

Q2 Business, Management and Accounting

International Journal of Electronic Customer Relationship Management Pub Date : 2018-11-30 DOI:10.1504/IJECRM.2018.096241

Mohamed Al-Zadjali, K. Al-Busaidi

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引用次数: 1

Abstract

Business intelligence (BI) applications can support organisations' operative and strategic decision making. This study aims to examine the values of BI application in customer service (in terms of call centre and quality management) in the telecommunications sector. Limited studies have investigated the application of BI in customer service, which is very critical due to challenges in maintaining customers, especially in a highly competitive sector such as telecommunications. This study investigated employees' perspectives in telecommunications companies. The study found that implementing BI in quality management adds significant value to business process effectiveness and efficiency, customer satisfaction, loyalty and retention, and technical values. In addition, implementing BI in call centre adds significant value to customer retention, employee motivation and satisfaction, reduced costs and improved real-time analysis. Such results provide valuable insights about how telecom companies can invest in BI for customer service.

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BI在电信客户服务中的价值

商业智能（BI）应用程序可以支持组织的运营和战略决策。本研究旨在检验BI在电信行业客户服务（呼叫中心和质量管理方面）中的应用价值。有限的研究调查了BI在客户服务中的应用，这一点非常关键，因为在维护客户方面存在挑战，尤其是在电信等竞争激烈的行业。本研究调查了电信公司员工的观点。研究发现，在质量管理中实施BI为业务流程的有效性和效率、客户满意度、忠诚度和忠诚度以及技术价值增加了重要价值。此外，在呼叫中心实施BI为客户忠诚度、员工激励和满意度、降低成本和改进实时分析增加了重要价值。这些结果为电信公司如何投资BI为客户服务提供了宝贵的见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Electronic Customer Relationship Management Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： The aim of IJECRM is to provide an international forum and refereed reference in the field of electronic customer relationship management (ECRM). It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises (SMEs) and larger enterprises in a customer relationship. More innovative analysis and better understanding of the complexity involved in a customer relationship are essential in today''s global businesses. Therefore, manuscripts offering theoretical, conceptual, and practical contributions for ECRM are encouraged. Topics covered include: -Electronic customer relationship management (ECRM) -CRM strategy, marketing, technology and software -Custom marketing and sales management -Customer lifetime value, loyalty, satisfaction, behaviour, databases -Issues for implementing CRM systems/solutions for CRM problems -Tools for capturing customer information, managing/sharing customer data -Partner relationship management, strategic alliances/ partnerships -Business to business market (B2B), business to consumer market (B2C) -Enterprise resource planning (ERP) -Supply chain dynamics and uncertainty, supplier relationship management (SRM) -E-commerce customer relationships on the internet -Supply chain management, channel management, demand chain management -Manufacturing, logistics and information technology/systems -Supplier and distribution networks, international issues -Performance measurement/indicators, research, modelling