INNOVATIVE SOLUTIONS FOR IMPROVING AND AUTOMATING BUSINESS PROCESSES FOR CUSTOMER CARE IN TELECOMMUNICATION SECTOR – EMPIRICAL EVIDENCE FROM SELECTED COUNTRIES

IF 16.4 1区化学 Q1 CHEMISTRY, MULTIDISCIPLINARY

Accounts of Chemical Research Pub Date : 2022-01-01 DOI:10.55302/ed22255064ch

Magdalena Chachorovska, Zoran Janevski, Sasho Josimovski

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引用次数: 0

Abstract

: The effects of ERP and CRM systems in support of cus - tomer care processes have revolutionized the way data is collected and pro-cessed. In recent years, new innovative technologies have appeared that have the capacity to make an even bigger revolution. These are technologies for automating processes with robotics, speech recognition and natural language processing. These forms of automation aim to automate business processes to improve operational efficiency, reduce costs, and reduce the time employees spend performing repetitive tasks and processing huge amounts of data from different systems. Since the aforementioned structured and manual processes can be performed by robots, employees could focus their time and effort on performing analytical and creative tasks, thereby increasing the added value of business activities. In this paper, the aforementioned types of automation of business processes in the customer care department in the telecommunication sector are analyzed. In order to investigate customer satisfaction with the presented innovative solutions for the automation of business processes for customer care in the telecommunication sector in the Republic of North Macedonia and Austria, a survey was conducted through a specially designed questionnaire for the purposes of this paper.

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改进和自动化电信行业客户服务业务流程的创新解决方案-来自选定国家的经验证据

ERP和CRM系统在支持客户关怀过程中的作用已经彻底改变了数据收集和处理的方式。近年来，新的创新技术出现了，它们有能力进行更大的革命。这些技术用于机器人、语音识别和自然语言处理的自动化过程。这些形式的自动化旨在使业务流程自动化，以提高操作效率、降低成本，并减少员工执行重复任务和处理来自不同系统的大量数据所花费的时间。由于上述结构化和手动流程可以由机器人执行，员工可以将时间和精力集中在执行分析和创造性任务上，从而增加业务活动的附加值。在本文中，上述类型的业务流程自动化在电信行业的客户服务部门进行了分析。为了调查客户对北马其顿共和国和奥地利电信部门客户服务业务流程自动化的创新解决方案的满意度，通过专门设计的问卷进行了一项调查。

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

Accounts of Chemical Research 化学-化学综合

CiteScore

31.40

自引率

1.10%

发文量

312

审稿时长

2 months

期刊介绍： Accounts of Chemical Research presents short, concise and critical articles offering easy-to-read overviews of basic research and applications in all areas of chemistry and biochemistry. These short reviews focus on research from the author’s own laboratory and are designed to teach the reader about a research project. In addition, Accounts of Chemical Research publishes commentaries that give an informed opinion on a current research problem. Special Issues online are devoted to a single topic of unusual activity and significance. Accounts of Chemical Research replaces the traditional article abstract with an article "Conspectus." These entries synopsize the research affording the reader a closer look at the content and significance of an article. Through this provision of a more detailed description of the article contents, the Conspectus enhances the article's discoverability by search engines and the exposure for the research.