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 11
... vendors are not shooting for job title creativity, they just use a term they think everyone will understand: agent. Even if your agents are highly trained registered nurses or vain stockbrokers, they should know when the manual or ...
... vendors are not shooting for job title creativity, they just use a term they think everyone will understand: agent. Even if your agents are highly trained registered nurses or vain stockbrokers, they should know when the manual or ...
الصفحة 16
... format for text files, as it can be read by software programs from different vendors. ASPECT COMMUNICATIONS Evidence of the sea-change CRM has made on the call center industry. Once a leading maker of ACDs, it 16 Call Center Dictionary.
... format for text files, as it can be read by software programs from different vendors. ASPECT COMMUNICATIONS Evidence of the sea-change CRM has made on the call center industry. Once a leading maker of ACDs, it 16 Call Center Dictionary.
الصفحة 18
... vendor also called ATIS. ATM No, not an ATM. That's just an automatic teller machine. ATM also stands for Asynchronous Transfer Mode. It's a very high speed, high bandwidth telecom transmission technology. It uses multiplexing and ...
... vendor also called ATIS. ATM No, not an ATM. That's just an automatic teller machine. ATM also stands for Asynchronous Transfer Mode. It's a very high speed, high bandwidth telecom transmission technology. It uses multiplexing and ...
الصفحة 19
... vendors to exchange voice messages. It does not describe the user interface to a voice messaging system, specify how to implement AMIS in a particular systems or limit the features a vendor may implement. There are analog and digital ...
... vendors to exchange voice messages. It does not describe the user interface to a voice messaging system, specify how to implement AMIS in a particular systems or limit the features a vendor may implement. There are analog and digital ...
الصفحة 24
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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