纵观竞争日益激烈的信息科技行业，企业之间的竞争也已经从产品竞争转化为服务 竞争，企业要想增强自身的综合竞争力，实现利润最大化目标，就 必须要注重实现客户 的价值，提高对客户的服务质量，从而提升客户对企业的满意度。目前，许多企业设立 了客户服务中心，该中心作为连接企业与客户的平台，掌握着丰富的 市场客户资源，不 仅能够帮助企业稳定现有的客户，还能为企业开拓新客户，加强客户对企业的了解，提 升企业的竞争地位。所以，如何对客户服务中心的服务进行创新，强化 客户服务中心的 功能成为企业管理者所必须重视的问题。 因此，本文选取了H公司在大连软件园设立的客户服务中心为研究对象，运用了文 献研究、案例研究、问卷调查等研究 方法，在介绍H公司大连客户服务中心基本运营情 况基础上，分析远程技术支持服务管理的主题、客体、组织、产品等一般影响因素、并 指出该客户服务中心服务管理中存在的典 型问题，即服务效率低、运营成本高、客户服 务满意度下降等，进而通过向公司内部以及客户发放问卷调查，识别出了该客户服务中 心服务管理问题的服务理念、服务流程、服 务模式等关键影响因素。通过服务创新相关 理论及研究方法，结合了H公司客户服务中心的工作实际，分析出当前影响服务管理问 题的主要成因。 立足于新形势下全球IT产业和 信息化技术发展现状，提出了以客户需求为牵引、 应用互联网科技，促进服务手段的多样化，有效控制成本，以客户满意度为衡量标准的 基本原则上提出了4条服务创新原则，探 索融合人工智能和即时服务模式，拓展全时监 控、主动服务、咨询建议等服务内容，以及在服务流程上撤销接线员部门、整合一线与 1.5线工程师、运用自动化代替人工硬件派单 的创新方案。并且列举出服务创新过程中 的需要的人才培养、技术支持、制度完善、降低成本等一系列配套保障措施。本文不仅 能够有效地促进H公司客户服务中心创新工作的开 展，同时也能为相关行业客户服务中 心的发展起到一定的借鉴作用。 关键词：客户服务中心；服务创新；案例研究 - II - Case Analysis of Service Innovation of H Company’s Customer Support Center Abstract Throughout the increasingly competitive information technology industry, the competition between enterprises has also changed from product competition to service competition. If enterprises want to enhance their comprehensive competitiveness and achieve the goal of maximizing profits, they must pay attention to the realization of customer value, improve the quality of service to customers, so as to enhance customer-to- enterprise competitiveness. Satisfaction. At present, many enterprises have set up customer support centers. As a platform connecting enterprises and customers, the center has abundant market customer resources. It can not only help enterprises stabilize existing customers, but also open up new customers for enterprises, strengthen customers' understanding of enterprises, and enhance the competitive position of enterprises. Therefore, how to innovate the service of customer support center and strengthen the function of customer support center has become a problem that business managers must pay attention to. Therefore, this thesis chooses the customer support center set up by H Company in Dalian Software Park as the research object, and uses the research methods of case study, literature study, comparative study and questionnaire survey to analyze the general and main influencing factors of service management based on the introduction of the basic operation of Dalian Customer Support Center of H Company. And pointed out the typical problems that exist in the service management of H company’s customer support center, such as low service efficiency, high operating costs and down trend for customer satisfaction results. According to the survey results, summarize key influencing factors for the problems of the customer service center. Through theories and research methods of service innovation, combined with the actual work of customer support center of H company, analyze the main causes that affect current service management problems. Based on the new situation of global IT industry and information technology development, proposed some innovation solutions about service mode, service contents and the service flow. And listed out some safeguard measures accordingly. This thesis not only promote the innovation of customer support center of H company, but also serve as a reference for the development of customer support center of the related industry.。。。。。。以下内容略