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
... 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. ACD APPLICATION-BASED CALL ROUTING In addition to the traditional ...
... 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. ACD APPLICATION-BASED CALL ROUTING In addition to the traditional ...
الصفحة 7
... database of information on customers. The number is identified, validated and the call is distributed automatically ... database and system parameters within the ACD such as call volumes within agent groups and number of agents available ...
... database of information on customers. The number is identified, validated and the call is distributed automatically ... database and system parameters within the ACD such as call volumes within agent groups and number of agents available ...
الصفحة 9
... database of customers and their recent buying activities. If the database shows that a customer lives in Indiana, the call from the customer might be switched to the group of agents handling Indiana customers. ADPCM Adaptive ...
... database of customers and their recent buying activities. If the database shows that a customer lives in Indiana, the call from the customer might be switched to the group of agents handling Indiana customers. ADPCM Adaptive ...
الصفحة 14
... database lookup, your agents can receive a screen of information on the caller along with the voice call. Centers report this saves them up to 30 seconds per call, since the agent doesn't have to ask for and enter a name or account ...
... database lookup, your agents can receive a screen of information on the caller along with the voice call. Centers report this saves them up to 30 seconds per call, since the agent doesn't have to ask for and enter a name or account ...
الصفحة 19
... database. Audiotext also does not route calls based on menu selection. That would be called an automated attendant. With audiotext, each caller who selects the same menu choice hears the same message. With IVR the message is customized ...
... database. Audiotext also does not route calls based on menu selection. That would be called an automated attendant. With audiotext, each caller who selects the same menu choice hears the same message. With IVR the message is customized ...
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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