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 10
... equipment it refers to) is in the museum of obsolete technology. AFTER-CALL WORK The tasks done by an agent after the customer call has ended. This work might be completing an order form or complaint form and sending it to the ...
... equipment it refers to) is in the museum of obsolete technology. AFTER-CALL WORK The tasks done by an agent after the customer call has ended. This work might be completing an order form or complaint form and sending it to the ...
الصفحة 15
... equipment, Rockwell, for example, call this event “Area Code Expansion.” The problem with some older telecom switches is they were unprepared for the new selection of digits. They reject any area code that does not have zero or one as ...
... equipment, Rockwell, for example, call this event “Area Code Expansion.” The problem with some older telecom switches is they were unprepared for the new selection of digits. They reject any area code that does not have zero or one as ...
الصفحة 17
... equipment and computer systems. “On September 20, 1995, AT&T announced that it would be splitting into three companies over the subsequent fifteen months. These companies are: today's AT&T, which provides communication services; Lucent ...
... equipment and computer systems. “On September 20, 1995, AT&T announced that it would be splitting into three companies over the subsequent fifteen months. These companies are: today's AT&T, which provides communication services; Lucent ...
الصفحة 33
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الصفحة 34
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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