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The Shin Kong Financial Group provides value-added banking and real estate services to clients. It recently established a Coverage Service Department, which is solely responsible for the development of coverage rights, handling complaints and managing service projects. The company uses a Computer Telephony Integration (CTI) system to provide quality service with a personal and efficient call center that is open year-round. Recognising that information technology underpins many key business processes, Shin Kong sought to improve its quality standards. The company's Electronic Business Service Department started with the adoption of a Capability Maturity Model Integration (CMMI) approach to maintain the integrity of standard workflow and improvement works.
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