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 3
... usually provides information, such as weather, technical support, entertainment (read chat lines and phone sex lines), games and sports scores. The term is not trademarked and all the major carriers use the term. The premium charge for ...
... usually provides information, such as weather, technical support, entertainment (read chat lines and phone sex lines), games and sports scores. The term is not trademarked and all the major carriers use the term. The premium charge for ...
الصفحة 5
... 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 disconnecting and what percentage of your calls end this way ...
... 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 disconnecting and what percentage of your calls end this way ...
الصفحة 10
... usually done immediately after the call is disconnected. When there are high call volumes, sometimes this work is postponed until an off-peak period. Some predictive dialers and ACDs build after-call work time into their routing ...
... usually done immediately after the call is disconnected. When there are high call volumes, sometimes this work is postponed until an off-peak period. Some predictive dialers and ACDs build after-call work time into their routing ...
الصفحة 11
... Usually after the customer clicks on the button, she gets a little form to fill out with her phone number and perhaps her name and the best time to call back. The systems routes these calls to call center agents in the way you choose ...
... Usually after the customer clicks on the button, she gets a little form to fill out with her phone number and perhaps her name and the best time to call back. The systems routes these calls to call center agents in the way you choose ...
الصفحة 13
... usually experiencing the joy of All Trunks Busy. No trunks are available to handle that call. The trunks are all being used at that time for other calls or are out of service. These days, many long distance companies are replacing a ...
... usually experiencing the joy of All Trunks Busy. No trunks are available to handle that call. The trunks are all being used at that time for other calls or are out of service. These days, many long distance companies are replacing a ...
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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