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 5
... calls without speaking to a live operator. Call acceptance is validated ... incoming call answered by your ACD, which is terminated by the person ... calls end this way. This is valuable information to have when planning service levels or ...
... calls without speaking to a live operator. Call acceptance is validated ... incoming call answered by your ACD, which is terminated by the person ... calls end this way. This is valuable information to have when planning service levels or ...
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 18
... calls to be dialed directly to an extension. Incoming calls must be routed to the correct extension by the attendant. If you're thinking, “Wow, that's boring. That job could probably be automated.” It has, with a technology called ...
... calls to be dialed directly to an extension. Incoming calls must be routed to the correct extension by the attendant. If you're thinking, “Wow, that's boring. That job could probably be automated.” It has, with a technology called ...
الصفحة 19
... calls based on the caller's input, information received from a host data base, and information carried with the incoming call (e.g., time of day). ARUs are used to increase the number of information calls handled and to provide ...
... calls based on the caller's input, information received from a host data base, and information carried with the incoming call (e.g., time of day). ARUs are used to increase the number of information calls handled and to provide ...
الصفحة 23
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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