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Using call centre technology to enhance customer service - the Sydney perspective.
| 题名： | Using call centre technology to enhance customer service - the Sydney perspective. |
| 作者： | RANDALL-JE (TransCore, Eveleigh, NSW, Australia); RUWOLDT-C (Roads & Traffic Auth, Eveleigh, NSW, Australia) |
| 关键词： | CONFERENCE-; 8525-; INTELLIGENT-TRANSPORT-SYSTEM; 8735-; AUSTRALIA-; 8006-; TRAFFIC-CONTROL; 0658-; DRIVER-INFORMATION; 8763-; TELECOMMUNICATION-; 9117- |
| 摘要： | The Roads and Traffic Authority of New South Wales Australia (RTA) commissioned a new Transport Management Centre in July 1999 to replace its existing Sydney Traffic Control Centre and the Sydney Harbour Bridge Traffic Office. The new centre is different in many ways from the previous centres, most notably in its approach to customer service. The information flow will be two-way, with a new Integrated Radio and Telephony System (IRTS) at the heart of the centre's communication. IRTS will manage both radio and telephony functions in the control room, using call centre technology and specially trained operators. In addition to receiving information, IRTS will be one of the RTA vehicles for providing real-time traveller information to pre-trip and en-route motorists. (A*) For the covering abstract see ITRD E110327. |
| 总页数： | PROCEEDINGS OF 6TH WORLD CONGRESS ON INTELLIGENT TRANSPORT SYSTEMS (ITS), HELD TORONTO, CANADA, NOVEMBER 8-12, 1999. 1999. pp- |
| 报告类型： | 科技报告 |
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