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 9
... telephone switching system that gives the switch commands. An adjunct processor might be a database of customers and their recent buying activities. If the database shows that a customer lives in Indiana, the call from the customer ...
... telephone switching system that gives the switch commands. An adjunct processor might be a database of customers and their recent buying activities. If the database shows that a customer lives in Indiana, the call from the customer ...
الصفحة 16
... telephone switch feature is most helpful to general businesses or informal call centers. In formal inbound and outbound call centers agents are mostly passive recipients of delivered calls. Restricting them from dialing certain area ...
... telephone switch feature is most helpful to general businesses or informal call centers. In formal inbound and outbound call centers agents are mostly passive recipients of delivered calls. Restricting them from dialing certain area ...
الصفحة 21
... telephone switch. It was a switch with highly specialized features and particularly robust call processing capabilities that served at least 100 stations (or extensions). It was purchased mostly by airlines for their reservations ...
... telephone switch. It was a switch with highly specialized features and particularly robust call processing capabilities that served at least 100 stations (or extensions). It was purchased mostly by airlines for their reservations ...
الصفحة 28
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الصفحة 30
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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