1、the party. Focus on honesty and self-discipline standards of “four clean“ “four consciousness“, hold the work principle and various violations of party discipline punishment . 2. series spoke. To XI on ruling acting political XI General Secretary series important speech reading (2016 version) XI Gen
2、eral Secretary important speech articles selected (leaders reading) and out poverty for basic textbook, in-depth learning understand XI General Secretary series important speech spirit and on Fujian work of series important indicates spirit, understand on reform development stable, and Interior dipl
3、omatic defense, and rule party ruling army of important discusses, understand throughout which of Marx doctrine position views method, Grasp the true faith through the pursuit of, historical sense, sincere feelings for the people, pragmatic style of thought. Should pay attention to the overall grasp
4、 and master relationship and prevent fragmentation. Address learning series, attention should be paid based on persisting and developing socialism with Chinese characteristics to the theme, focuses on understanding comrade XI Jinping as General Secretary of the CPC Central Committee on governance of
5、 the new concept of new ideas and new strategies. (1) the deep understanding we are carrying out the great struggle of history with many new features that Chinas development is an important period of strategic opportunities and the same connotation. (2) to grasp a firm system of socialism with Chine
6、se characteristics theory of confidence, confidence, confidence, winning complete the building of a well-off society and realize “two 100 year“ goal dreams, China and the great rejuvenation of the Chinese nation. (3) understand the domestic and international situations, coordination of “five in one“
7、 overall layout and four “comprehensive“ strategy. (4) a deep understanding of innovation, coordination, development of green, open, shared ideas, adapt to new normal, grasp, leading economic development, greater emphasis on advancing the supply side structural reform, to lead the development of new
8、 development practices. Vigorous implementation of innovation-driven development strategy, strive to enhance the overall coordination of development to promote harmonious coexistence between man and nature, form the opening to the new system, focus on the practice of people-centred development. (5)
9、in-depth understand full deepening reform, advance national governance system and governance capacity modern; makes market in resources configuration in the up decisive role and better play Government role; without shake insisted China basic economic system, promoted various ownership economic healt
10、h development; advance “area way“ construction, and Beijing Jin JI collaborative development, and Yangtze River economic with development; full law ruling, construction China features Socialist rule of law system; development Socialist democracy, insisted China features socialist political developme
11、nt road; Fostering and practicing the Socialist core values, enhance cultural values of confidence, self-confidence, building Socialist culture in China set up the overall national security concept, respect the sovereignty of networks, build global Internet governance system adhere to the correct vi
12、ew, building human fates. (6) to grasp the full strictness requirement, and strict adherence to the partys political discipline and rules, loyal, clean, play, strengthen the wind against corruption, adhere to the “Tigers“ and “fly“. (7) thegrasp scientific methods of thinking and working, and view t
13、rends, patterns and events to strengthen strategic thinking and dialectical thinking, systems thinking, creative thinking, the bottom line thinking set up problem-oriented, focus on risk, fill the short Board; empty talks jeopardize national interests in mind, hard work and prosperous, a deployment,
14、 a nine-point implementation . The content, comprehensively strengthen the ideological and political construction of the leading group, work style, and capacity-building. 3. the key to solve the problem. Seriously implement XI General Secretary on training created has iron general belief, and iron g
15、eneral faith, and iron general discipline, and iron General play of cadres team requirements, control acquisition General Secretary on “seven a has of“ “five a must“, important discusses, enhanced political consciousness, and overall consciousness, and core consciousness, and par consciousness, in t
16、hought political Shang action Shang with to XI comrade for General Secretary of Central keep height consistent, seriously practice line “three strict three real“ requirements and good cadres standard, do heart has party, and heart has people, and heart has accountability, and Heart ring model. (1) t
17、he lead firm ideals and beliefs. For in “lift what flag, and go what road“ Shang of fuzzy awareness, for belief lack, and faith missing, and spirit deficiency “calcium“, problem, root, and guben culture Yuan, to upgrade Marx doctrine theory literacy, upgrade using party of theory innovation results
18、observation and analysis problem of capacity, keep on Marx doctrine and Communist of firm belief, and on China features Socialist of firm faith, strengthened purposes consciousness, and practice line mass line, put ideal faith reflected to slim sets, and for political with right, and officer venture
19、 of aspects, Lofty ideals and the common ideal of exemplary practitioner. Clearly oppose and reject Western constitutional democracies, “universal values“, neo-liberalism, the historical nihilism and questioned reform and opening up and building socialism with Chinese characteristics, such as errone
20、ous. (2) lead to strict political discipline and rules. For political Shang of liberalism, not seriously implement implementation central decision deployment, not seriously actual implement implementation party of route approach policy, major problem important matters not asked not report, for dangm
21、ianyitao set, and Dang “on both sides people“, for wind disciplinary make “four wind“, for clique, and make mission groups guy, problem, seriously draw Zhou Yongkang, and Bo, and Xu caihou, and Guo boxiong, and makes plans and I province Su, and Xu gang, disciplinary illegal case of deep lessons, kn
22、ow fear, and Ming bottom line, and keep rules, Keep the political character of absolute loyalty to the party, political wise men, determined to uphold the authority of the Party Central Committee, maintaining the solidarity and unity of the party. (3) lead to set up the new development philosophy. F
23、or those not adapted, and not for even against new development concept of awareness, and behavior, and practices, for those blindly spell resources spell input, and first pollution Hou governance, and heavy city light rural, and heavy efficiency light fair, one-sided development, and deformity devel
24、opment of problem, insisted liberation thought, and times, set on new development concept of consciously confidence, do advocate innovation, and focused on coordination, and advocate green, and thick plant open, and advance shared. On填空题1. 呼叫中心专业词汇中，交互式语音应答系统的英文缩写为_。答案：IVR2. 中国联通客户服务中心采用三级管理架构，分别为_、
25、_和_。答案：总部客户服务中心；省级客户服务中心；地市级客户服务中心3. 中国联通客户服务中心的岗位通常分为以下三类：_、_和_。答案：前台类；后台类；管理类2、月结详单查询是指查询某一号码/帐号的按费用结算单位月的所有通话记录，包括通话起止时间、 、通话类型、 等。答案：通话时长；对方号码5、实时详单查询指查询某一号码或帐号的当前至上月结算截止日之间的所有 ，包括通话起止时间、通话时长、通话类型、对方号码、通话地点等。答案：通信记录6、话费查询服务只向本地客户提供，对漫游客户提示客户到 客服中心查询。答案：归属地7、WCDMA 业务基本功能类包括：漫游（省内、国内、国际） 、 等功能。答案：
26、答案：可视电话8、WCDMA 业务特服功能类包括：来电显示、 、呼叫保持等功能。答案：呼叫转移9、WCDMA 业务娱乐媒体类包括：手机音乐、 、移动互联网、 等。答案：手机电视；手机报10、WCDMA 业务生活商务类包括： 、手机搜索、即时通信等；答案：手机邮箱11、客户可以通过多种语音、 、彩信、电子邮件、 WAP、WEB、传真、 等多种接入方式与客服中心交互，实现客户与客服中心的多媒体交互服务功能。答案：短信；视频12、在客户服务中心运营管理中要制定明确的 ，且计划中必须包括： 、水平和服务效率等绩效指标。答案：年度计划；服务质量1 流程的管理包括建立、_、_和 控制 等几个环节。答案：评
27、估；优化2.客服热线 IVR 流程的欢迎语后可放置紧急业务通知，录音时长不超过_秒。答案：201. 按照中国联通客服中心规范化管理的要求，话务量/业务量预测的准确率误差应控制在_之内。the party. Focus on honesty and self-discipline standards of “four clean“ “four consciousness“, hold the work principle and various violations of party discipline punishment . 2. series spoke. To XI on ruling
28、 acting political XI General Secretary series important speech reading (2016 version) XI General Secretary important speech articles selected (leaders reading) and out poverty for basic textbook, in-depth learning understand XI General Secretary series important speech spirit and on Fujian work of s
29、eries important indicates spirit, understand on reform development stable, and Interior diplomatic defense, and rule party ruling army of important discusses, understand throughout which of Marx doctrine position views method, Grasp the true faith through the pursuit of, historical sense, sincere fe
30、elings for the people, pragmatic style of thought. Should pay attention to the overall grasp and master relationship and prevent fragmentation. Address learning series, attention should be paid based on persisting and developing socialism with Chinese characteristics to the theme, focuses on underst
31、anding comrade XI Jinping as General Secretary of the CPC Central Committee on governance of the new concept of new ideas and new strategies. (1) the deep understanding we are carrying out the great struggle of history with many new features that Chinas development is an important period of strategi
32、c opportunities and the same connotation. (2) to grasp a firm system of socialism with Chinese characteristics theory of confidence, confidence, confidence, winning complete the building of a well-off society and realize “two 100 year“ goal dreams, China and the great rejuvenation of the Chinese nat
33、ion. (3) understand the domestic and international situations, coordination of “five in one“ overall layout and four “comprehensive“ strategy. (4) a deep understanding of innovation, coordination, development of green, open, shared ideas, adapt to new normal, grasp, leading economic development, gre
34、ater emphasis on advancing the supply side structural reform, to lead the development of new development practices. Vigorous implementation of innovation-driven development strategy, strive to enhance the overall coordination of development to promote harmonious coexistence between man and nature, f
35、orm the opening to the new system, focus on the practice of people-centred development. (5) in-depth understand full deepening reform, advance national governance system and governance capacity modern; makes market in resources configuration in the up decisive role and better play Government role; w
36、ithout shake insisted China basic economic system, promoted various ownership economic health development; advance “area way“ construction, and Beijing Jin JI collaborative development, and Yangtze River economic with development; full law ruling, construction China features Socialist rule of law sy
37、stem; development Socialist democracy, insisted China features socialist political development road; Fostering and practicing the Socialist core values, enhance cultural values of confidence, self-confidence, building Socialist culture in China set up the overall national security concept, respect t
38、he sovereignty of networks, build global Internet governance system adhere to the correct view, building human fates. (6) to grasp the full strictness requirement, and strict adherence to the partys political discipline and rules, loyal, clean, play, strengthen the wind against corruption, adhere to
39、 the “Tigers“ and “fly“. (7) thegrasp scientific methods of thinking and working, and view trends, patterns and events to strengthen strategic thinking and dialectical thinking, systems thinking, creative thinking, the bottom line thinking set up problem-oriented, focus on risk, fill the short Board
40、; empty talks jeopardize national interests in mind, hard work and prosperous, a deployment, a nine-point implementation . The content, comprehensively strengthen the ideological and political construction of the leading group, work style, and capacity-building. 3. the key to solve the problem. Seri
41、ously implement XI General Secretary on training created has iron general belief, and iron general faith, and iron general discipline, and iron General play of cadres team requirements, control acquisition General Secretary on “seven a has of“ “five a must“, important discusses, enhanced political c
42、onsciousness, and overall consciousness, and core consciousness, and par consciousness, in thought political Shang action Shang with to XI comrade for General Secretary of Central keep height consistent, seriously practice line “three strict three real“ requirements and good cadres standard, do hear
43、t has party, and heart has people, and heart has accountability, and Heart ring model. (1) the lead firm ideals and beliefs. For in “lift what flag, and go what road“ Shang of fuzzy awareness, for belief lack, and faith missing, and spirit deficiency “calcium“, problem, root, and guben culture Yuan,
44、 to upgrade Marx doctrine theory literacy, upgrade using party of theory innovation results observation and analysis problem of capacity, keep on Marx doctrine and Communist of firm belief, and on China features Socialist of firm faith, strengthened purposes consciousness, and practice line mass lin
45、e, put ideal faith reflected to slim sets, and for political with right, and officer venture of aspects, Lofty ideals and the common ideal of exemplary practitioner. Clearly oppose and reject Western constitutional democracies, “universal values“, neo-liberalism, the historical nihilism and question
46、ed reform and opening up and building socialism with Chinese characteristics, such as erroneous. (2) lead to strict political discipline and rules. For political Shang of liberalism, not seriously implement implementation central decision deployment, not seriously actual implement implementation par
47、ty of route approach policy, major problem important matters not asked not report, for dangmianyitao set, and Dang “on both sides people“, for wind disciplinary make “four wind“, for clique, and make mission groups guy, problem, seriously draw Zhou Yongkang, and Bo, and Xu caihou, and Guo boxiong, a
48、nd makes plans and I province Su, and Xu gang, disciplinary illegal case of deep lessons, know fear, and Ming bottom line, and keep rules, Keep the political character of absolute loyalty to the party, political wise men, determined to uphold the authority of the Party Central Committee, maintaining
49、 the solidarity and unity of the party. (3) lead to set up the new development philosophy. For those not adapted, and not for even against new development concept of awareness, and behavior, and practices, for those blindly spell resources spell input, and first pollution Hou governance, and heavy city light rural, and heavy efficiency light fair, one-sided development, and deformity development of problem, insisted liberation thought, and times, set on new develo
