本研究以臺北市立聯合醫院客服中心所整理之客戶服務常見問答資料集與各院區科別部室的分機資料為架構，以Bootstrap為網頁前端框架、HTML建構網頁介面，將資料整合並呈現於網頁。電話客服人員與民眾通話時，可使用本研究建立之網頁介面，透過不同的主題分類，一目瞭然的找到客戶當前詢問的內容，即時回覆客戶正確答案或提供有效的解決方案。

該客服中心原本沒有整理所謂的「常見問題集」供客服人員於接聽民眾來電時即時參考，僅根據客服人員自身經驗判斷及人脈相助，提供民眾諮詢的相關資訊及建議，因此回答品質以及效率不一。現階段，客服人員使用紙本檔案及Excel統整資料，透過活頁簿內的搜尋及連結，加速搜尋解答及答覆客戶的過程。由於目前尚未有網頁、系統及完善的資料庫，無法直觀且有系統的呈現所有資料，電話客服人員通話時，礙於人工翻閱紙本文件，速度與流程上難免不夠流暢，因而無法有效率的針對問題回覆，慌忙之下甚至可能影響問題內容的判斷、誤解客戶詢問的主要目的，導致問題判斷錯誤率及回覆錯誤率高。也因該醫院近年積極導入精實政策，全院上下單位目前推行精實專案已有三年的時間，而該客服單位，於民國108年1月組織團隊，開始規劃並執行此精實管理專案。

透過精實手法將痛點釐清，該團隊以「降低轉接錯誤率」為主要問題，提出四項痛點改善策略：建立橫向溝通窗口、視覺化資訊整合、標準化CTI小結建立、落實完整教育訓練。本研究就「視覺化資訊整合」項目建置客服輔助網頁，協助客服中心改善此問題。

This study is based on the customer service FAQ data set and the information of extension number of different divisions in every branches compiled by the customer service team of Taipei City Hospital. The website make use of Bootstrap as the framework and HMTL to build the front-end interface, integrate all of the information and made them visualized. When the Customer Service Representative(CSR) talking on the phone with people, they can use the website established by this study, query information through different classification of topics clearly, and make suggestions on possible solution for customer as soon as possible.

The CSRs in the service call center didn’t have any hard copy or system which can refer to immediately when they are serving customers online. Only based on the staff’s own working experience, judgment, and network assistance, providing information and responding to solve consultation problems from the public. Therefore, the quality and efficiency of the solutions are unstable.

At this stage, CSRs use paper files and Excel documents to integrate all of the information to speed up the process of searching and answering through the searching function and the hyperlink in the Excel workbook.

Since there is no webpage, system or any complete database, it is unable to present all information in an intuitive and systematic way. Due to paper document reading and visual search, the speed and workflow are inevitably not smooth enough. Therefore, it is difficult to efficiently respond to the question, and even affect the judgment of the content of the questions. Moreover, it may make misunderstand of the customer’s inquiry. All of these lead to a high rate in reply errors and judgment problems.

Because the hospital has actively introduced the lean thinking in recent years, it has been three years since all the divisions in the hospital have implemented the lean project, including the service call center. The team of this project was organized in January, 2019, start planning and implementing the lean project. By Clarifying the paint point in the work process, the team focused on reducing the transfer error rate and proposed four improvement strategies for these paint points. The four strategies are, “Establish a horizontal communication channel”, “Information integration and visualization”, ”The establishment of standardized CTI summary, and “ Implement complete education and training for staffs.

This study develops an auxiliary interface for the "Visual Information Integration" to help the customer service center improve the problem mentioned above.

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