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
... example, sales or service. Tracking calls in this manner allows accurately reported calls, especially when they are overflowed to different agent groups. ACD CALL BACK MESSAGING This ACD capability lets callers leave messages for agents ...
... example, sales or service. Tracking calls in this manner allows accurately reported calls, especially when they are overflowed to different agent groups. ACD CALL BACK MESSAGING This ACD capability lets callers leave messages for agents ...
الصفحة 7
... example, a caller inputs an account number via touch tone phone. The number is sent to a data system holding a database of information on customers. The number is identified, validated and the call is distributed automatically based on ...
... example, a caller inputs an account number via touch tone phone. The number is sent to a data system holding a database of information on customers. The number is identified, validated and the call is distributed automatically based on ...
الصفحة 8
... example, the system notes that the agent moves from one state to another. Other times, the agent has to enter a code into the system, telling it what kind of work he or she is doing. These activity codes are used for reporting on ...
... example, the system notes that the agent moves from one state to another. Other times, the agent has to enter a code into the system, telling it what kind of work he or she is doing. These activity codes are used for reporting on ...
الصفحة 9
... device with a screen. This protocol adds text to your standard voice telephone call. It can, for example, send a screen-equipped phone a complete menu for an IVR system, rather than announcing the choices and hoping 9 Call Center ...
... device with a screen. This protocol adds text to your standard voice telephone call. It can, for example, send a screen-equipped phone a complete menu for an IVR system, rather than announcing the choices and hoping 9 Call Center ...
الصفحة 11
... example, the call could go to the next available agent. That agent would get a screen showing where the customer was on your Web site and a button to push to complete the call. Or, the system might automatically dial the call and ...
... example, the call could go to the next available agent. That agent would get a screen showing where the customer was on your Web site and a button to push to complete the call. Or, the system might automatically dial the call and ...
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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