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 7
... schedule, and wind up costing the company more money to process than simply adding more agents. A great idea, though. It needs some thoughtfulness to make it work. ACD CALLER DIRECTED CALL ROUTING Sometimes referred to as an auto ...
... schedule, and wind up costing the company more money to process than simply adding more agents. A great idea, though. It needs some thoughtfulness to make it work. ACD CALLER DIRECTED CALL ROUTING Sometimes referred to as an auto ...
الصفحة 9
... schedule.” Are your call center agents sticking to the schedule worked out by you and your pencil or your scheduling software? If they are, they are “in adherence.” If they are not, they are “out of adherence.” There are several reasons ...
... schedule.” Are your call center agents sticking to the schedule worked out by you and your pencil or your scheduling software? If they are, they are “in adherence.” If they are not, they are “out of adherence.” There are several reasons ...
الصفحة 17
... schedules in a master file or daily workfile. Master file assignment can be done either manually or automatically (based on employee schedule preference and seniority). In call centers, this assignment is likely to be to a particular ...
... schedules in a master file or daily workfile. Master file assignment can be done either manually or automatically (based on employee schedule preference and seniority). In call centers, this assignment is likely to be to a particular ...
الصفحة 19
... schedule of movies and show times for a movie theater; basic corporate information such as mailing address, directions, fax and e-mail numbers; program information for museums, galleries, parks and the like; top 10 technical tips ...
... schedule of movies and show times for a movie theater; basic corporate information such as mailing address, directions, fax and e-mail numbers; program information for museums, galleries, parks and the like; top 10 technical tips ...
الصفحة 28
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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