【正文】 ................................15自動語音應(yīng)答（ IVR） ...................................................................................................................15自動話務(wù)分配（ ACD） .................................................................................................................17來電彈屏 .........................................................................................................................................18錄音功能 .........................................................................................................................................20客戶留言功能 .................................................................................................................................21呼叫中心系統(tǒng)監(jiān)控 .........................................................................................................................21會員來電密碼驗證 .........................................................................................................................22客戶追隨服務(wù)（原服務(wù)人員優(yōu)先） .............................................................................................22電話黑名單屏蔽 .............................................................................................................................23通話質(zhì)檢功能 .................................................................................................................................23(c) 電話監(jiān)聽 .............................................................................................................................24呼叫中心統(tǒng)計報表 .........................................................................................................................25點擊外呼功能 .................................................................................................................................26自動外撥功能 .................................................................................................................................27電話轉(zhuǎn)接功能 .................................................................................................................................28座席基本功能 .................................................................................................................................30暫停服務(wù)（坐席置忙或小休） .....................................................................................................30電話三方通話 .................................................................................................................................30(d) 電話保持 .............................................................................................................................31(e) 電話搶接 .............................................................................................................................32電話輸入記錄（信息登記） .........................................................................................................32(f) 遠(yuǎn)程坐席服務(wù) .........................................................................................................................33電話終端接聽方式（ IP 話機、 PC 耳麥、話務(wù)應(yīng)答器） ..........................................................33五、 客服系統(tǒng)業(yè)務(wù)應(yīng)用 .....................................................................................................................343 / 66 坐席業(yè)務(wù)功能及業(yè)務(wù)流程 .....................................................................................................34(a) 呼叫中心業(yè)務(wù)功能模塊 .....................................................................................................34 客服部主要工作界面工作流程 .............................................................................................39(a) 售前工作 .............................................................................................................................39(b) 售后回訪流程及界面 .........................................................................................................46(c) 市場活動管理內(nèi)容及界面 .................................................................................................51(d) 客戶信息管理 .....................................................................................................................54(e) 客戶信息彈屏 .....................................................................................................................55(f) 業(yè)務(wù)咨詢 .................................................................................................................................56(g) 消息通知 .............................................................................................................................58(h) 知識庫 .................................................................................................................................58(i) 售后服務(wù)（工單處理） .........................................................................................................60(j) 投訴建議 .................................................................................................................................62(k) 滿意度評價 .........................................................................................................................64(l) 回訪和關(guān)懷 ..............................................