SCHEDULE MANAGEMENT SYSTEM, SCHEDULE MANAGEMENT METHOD, AND COMPUTER PROGRAM

摘要

PROBLEM TO BE SOLVED: To perform the reception to a customer in a call center more effectively than heretofore.

SOLUTION: A schedule management device 2 includes: a customer master 2M3 for storing customer data 6C showing the level of the knowledge of a customer; an operator maser 2M2 for storing operator data 6B showing the level of the knowledge of an operator; a schedule database 2B1 for storing schedule data 7A showing the schedule of the operator; a customer level operator selection part 203 for, when it is necessary to make a telephone call to the customer in order to respond to an inquiry from the customer, selecting an operator having the level of knowledge which is higher than the level of knowledge of the customer based on the customer 6C of the customer and the operator data 6B of each operator; and a schedule update processing part 205 for updating the schedule data 7A of the selected operator in order to show a period corresponding to the inquiry.

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