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
... inform the agent of the call type and even pre-stage the first data screen associated with this call type automatically. See ANI. ACM See AUTOMATIC CALL MANAGER. ACOUSTIC COUPLER A connection between 7 Call Center Dictionary.
... inform the agent of the call type and even pre-stage the first data screen associated with this call type automatically. See ANI. ACM See AUTOMATIC CALL MANAGER. ACOUSTIC COUPLER A connection between 7 Call Center Dictionary.
الصفحة 9
... 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 Dictionary.
... 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 Dictionary.
الصفحة 11
... screen displays your Web page. When you designed your Web site, you thought your customers might need to talk to an agent while surfing, so you put in an agent callback button. The customer clicks his or her mouse and solves the problem ...
... screen displays your Web page. When you designed your Web site, you thought your customers might need to talk to an agent while surfing, so you put in an agent callback button. The customer clicks his or her mouse and solves the problem ...
الصفحة 14
... screen of information on the caller along with the voice call. Centers report this saves them up to 30 seconds per call, since the agent doesn't have to ask for and enter a name or account number, then wait for the database to respond ...
... screen of information on the caller along with the voice call. Centers report this saves them up to 30 seconds per call, since the agent doesn't have to ask for and enter a name or account number, then wait for the database to respond ...
الصفحة 22
... (SCREEN POP). The announcement may offer you the option of trying to solve your problem through an IVR system, without losing your place in the telephone queue. The ACD may also gather information about you through automatic number ...
... (SCREEN POP). The announcement may offer you the option of trying to solve your problem through an IVR system, without losing your place in the telephone queue. The ACD may also gather information about you through automatic number ...
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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