【正文】 as not been able to.? 未提供注釋。call processing rate (noun phrase) = 呼叫處理率the number of calls handled by a customer service department during a specified period of time, usually an hour or a dayOur department39。s service requestGood customer service departments make their call backs within 24 hours.? 未提供注釋。s very convenient for me.? 未提供注釋。顧客服務(wù) 高級 (3)average hold time (noun phrase) = 平均持線時間the mean amount of time that customers must wait before reaching an agent or technicianCompanies that have long average hold times may have unhappy customers.? 未提供注釋。auxiliary work state (noun phrase) = 輔助工作狀態(tài)the time that an agent spends pleting tasks that do not involve talking with customersWhen an agent is filling out paperwork about a call with a customer, he or she is in an auxiliary work state.? 未提供注釋。t have to ask for the customer39。automatic call distributor (noun phrase) = 自動呼叫分配器ACD。 the part of puter development that attempts to imitate the methods that humans use to thinkIn the future, call systems using artificial intelligence will be able to help customers solve problems much more efficiently.? 未提供注釋。s situation.? 未提供注釋。s situationCommon problem types and information requests are assigned activity codes to help agents identify customer trends.? 未提供注釋。顧客服務(wù) 高級abandon rate (noun phrase) = 放棄率the percentage of customer calls that are terminated by the customer before reaching a customer service representativeOur abandon rate was 23% last year, so we increased our call center staff to shorten customers39。activity measure (noun phrase) = 活動度量a value that is given to a step in a process as part of an evaluation procedureAt most help desks, every part of the customer service process has an activity measure to help ensure quality.? 未提供注釋。agent group (noun phrase) = 座席組a team of customer service representatives who handle similar types of problemsThe members of an agent group can share information to help them develop an indepth understanding of one type of situation.? 未提供注釋。AsIs activity model (noun phrase) = 現(xiàn)況活動模型a representation that shows how a business process or procedure currently worksAn AsIs activity model is extremely useful because it serves as a baseline for judging the effectiveness of changes to a process.? 未提供注釋。 phone systems that route calls or manage phone queues without human assistanceOur automatic call distributor can manage over 200 calls at a time.? 未提供注釋。s telephone number.? 未提供注釋。average handling time (noun phrase) = 平均處理時間AHT。average speed of answer (noun phrase) = 平均應(yīng)答速度ASA。branch (noun) = 分支a specific path within a decision system or treeIt was difficult to program our call system with the number of branches needed for the wide range of customer needs.? 未提供注釋。call capture rate (noun phrase) = 呼叫接通率the number of calls handled by a customer service department divided by the total number of calls, expressed as a percentageThe call capture rate is a good indicator of the efficiency of a call center.? 未提供注釋。s goal for next month is a call processing rate of 1,000 calls per day.? 未提供注釋。centralized support (noun phrase) = 集中支持a customer help center in a single location that provides customer service to multiple locationsOne advantage of centralized support is the efficiency of having agents and technicians able to easily share information.? 未提供注釋。s past purchases and on the purchases of customers who bought similar productsUsing collaborative filtering, a pany can often inform customers about useful products that they didn39。puter telephony (noun phrase) = 計算機電話hardware and software that help agents and technicians handle customer service requestsComputer telephony makes it possible for agents to handle a much larger volume of incidents.? 未提供注釋。continuous improvement (noun phrase) = 持續(xù)改進eliminating waste and increasing value by constantly making products, processes, and facilities betterAs part of our program of continuous improvement, we ask all of our customers to take a customer satisfaction survey so that we understand what changes they would like to see.? 未提供注釋。crossselling (noun) = 交叉銷售a sales technique in which an agent or technician uses some of the time with a customer to sell an additional product or serviceCrossselling can help a pany introduce a new product to existing customers.? 未提供注釋。customer interface (noun phrase) = 客戶界面the tools that agents and technicians use to municate with customersWe have a sophisticated customer interface that allows customers to contact us by telephone, , fax, or through our online help pages.? 未提供注釋。顧客服務(wù) 高級 (7)customer relationship management (noun phrase) = 客戶關(guān)系管理CRM。customer service transaction (noun phrase) = 客戶服務(wù)事務(wù)處理an event in which a service deliverer provides information, a product, or a service to a customerWe have formal procedures to guide all types of customer service transactions.? 未提供注釋。decision tree (noun phrase) = 決策樹an illustration that shows each step in a process, the possible choices and possible outes, and connections to other decisionsWhen we were planning to relocate the office, creating a decision tree helped us visualize the choices we needed to make.? 未提供注釋。end user (noun phrase) = 最終用戶the person who buys and uses a puter product or serviceThe end users of our software are generally college students.? 未提供注釋。external customer (noun phrase) = 外部客戶someone from outside the customer service center39。顧客服務(wù) 高級 (9)firstcontact resolution (noun phrase) = 第一次聯(lián)系解決方案a situation in which an agent or technician is able to solve a customer39。inquiry (noun) = 查詢a request from a customer for information, rather than for a solution to a problemAbout