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
... person originating the call before it is answered by an agent. Usually the caller hangs up because she feels she has waited long enough. (But there are other reasons.) ACDS generally keep statistics on how long your callers wait before ...
... person originating the call before it is answered by an agent. Usually the caller hangs up because she feels she has waited long enough. (But there are other reasons.) ACDS generally keep statistics on how long your callers wait before ...
الصفحة 6
... person answers. ACCESS METHOD A term used in STRUCTURED WIRING (the coordination of wiring plans within a call center). It's the method of “communicating” on the wire. Examples include Ethernet, Token Ring, AppleTalk, and so forth ...
... person answers. ACCESS METHOD A term used in STRUCTURED WIRING (the coordination of wiring plans within a call center). It's the method of “communicating” on the wire. Examples include Ethernet, Token Ring, AppleTalk, and so forth ...
الصفحة 11
... person is on the line. AGENT ID A term used by Rockwell for its now defunct, but ever-popular in its day, Galaxy ACD. An agent ID is a numeric identifier used to maintain Agent Performance logging for an individual agent on the Galaxy ...
... person is on the line. AGENT ID A term used by Rockwell for its now defunct, but ever-popular in its day, Galaxy ACD. An agent ID is a numeric identifier used to maintain Agent Performance logging for an individual agent on the Galaxy ...
الصفحة 12
... person that has logged off since the previous report. This information includes percent of idle time, busy, or unavailable. AGENT SIGN ON/SIGN OFF An ACD feature which lets any agent occupy any position in the ACD without losing his or ...
... person that has logged off since the previous report. This information includes percent of idle time, busy, or unavailable. AGENT SIGN ON/SIGN OFF An ACD feature which lets any agent occupy any position in the ACD without losing his or ...
الصفحة 13
... person calling you. Once this was the favored term for call centers, since ANI was provided by long distance carriers and CLId was the local telephone offering used by people in their homes. The two services use different standards ...
... person calling you. Once this was the favored term for call centers, since ANI was provided by long distance carriers and CLId was the local telephone offering used by people in their homes. The two services use different standards ...
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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