The Call Center Dictionary: The Complete Guide to Call Center and Customer Support Technology SolutionsCRC Press, 03/01/2002 - 227 من الصفحات Call centres have become the crucial front line for managing customer relationships. This book covers a range of call center terminology. It explains relevant terms, and provides the call center manager with a quick reference that covers the technology and operational issues that come up in running and improving a call center. |
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الصفحة 6
... CALL DISTRIBUTOR. ACD APPLICATION BRIDGE The link between an ACD and a database of information resident on a user's data system. It lets the ACD communicate with a data system and gain access to a database of call processing information ...
... CALL DISTRIBUTOR. ACD APPLICATION BRIDGE The link between an ACD and a database of information resident on a user's data system. It lets the ACD communicate with a data system and gain access to a database of call processing information ...
الصفحة 7
... Call Distributor - Directory Number. A Nortel term. The queue where incoming calls wait until they are answered. Calls are answered in the order in which they entered the queue. ACD INTELLIGENT CALL PROCESSING The ability of ACDs to ...
... Call Distributor - Directory Number. A Nortel term. The queue where incoming calls wait until they are answered. Calls are answered in the order in which they entered the queue. ACD INTELLIGENT CALL PROCESSING The ability of ACDs to ...
الصفحة 10
... processing of the call. AEMIS Automatic Electronic Management Information System. This was the first computerized UCD/ACD reporting system introduced by AT&T for CO UCD (Central Office Uniform Call Distribution system). Just a little ...
... processing of the call. AEMIS Automatic Electronic Management Information System. This was the first computerized UCD/ACD reporting system introduced by AT&T for CO UCD (Central Office Uniform Call Distribution system). Just a little ...
الصفحة 14
... processing family. It's a device that answers a call, delivers a message, but does not record a reply. In some applications, the system then puts the caller on hold (or sends him or her to a queue). In others, it disconnects the call ...
... processing family. It's a device that answers a call, delivers a message, but does not record a reply. In some applications, the system then puts the caller on hold (or sends him or her to a queue). In others, it disconnects the call ...
الصفحة 16
... process information, but to put together a chain of logical ideas, draw conclusions and otherwise mimic higher human thought. Call center people will bump into artificial intelligence in certain help desk software programs, especially ...
... process information, but to put together a chain of logical ideas, draw conclusions and otherwise mimic higher human thought. Call center people will bump into artificial intelligence in certain help desk software programs, especially ...
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عبارات ومصطلحات مألوفة
ACD statistic ACD system agent group answered applications area code AT&T automated automated attendant automatic call distributor average call accounting call cen call center management call processing call volume caller Caller ID central office Centrex circuit company’s connected customer’s database device dialer equipment Erlang example feature handset headset help desk inbound call incoming calls interactive interactive voice response interface ISDN IVR system lets local area network long distance carrier monitoring number of calls off-hook operator outbound call person phone call phone company phone lines phone number phone system predictive dialing PREVIEW DIALING provides queue queuing record routing schedule screen server signal speech recognition tele telecom telecommunications telemarketing telephone calls telephone number telephone switch telephone system term toll-free number tone traffic typically usually vendor voice mail voice processing voice response