Index

A

A. C. Nielsen Co., 83

Abandoned calls, 102, 108-110

Aberdeen Research, 116

Accessibility, 100. See also Service level

Access products, 30

ACD. See Automatic call distribution

ACDs. See Automatic call distributors

Active loyalty, 278

Adherence, workforce management cycle and, 79

Advisory tones, 267

Adizes, Ichak, 61

Agent, 267. See also Customer service representative

"Agent empowerment," 193

Alarm notification feature, 193

Alarm system, as terminal device, 29

Alert platform, 230-231

Analog, 267

Analog trunk card, 36

Analytical CRM, 278

ANI. See Automatic number identification

Answering supervision, 267

API. See Applications programming interface

Application layer, 41-42

Applications programming interface (API), 24, 34, 268

Applications service provider (ASP), 268

Apropos Intelligent Call Distribution (ICD), 195

Apropos Interaction Vault (TM), 196

Apropos Multi-Channel Interaction Management Suite, 195

Apropos Multimedia Interaction Management solution, 169, 171, 172, 174, 177, 180, 183, 190-191, 193

Area code allocation, 268

ASA. See Average speed of answer

ASP. See Applications service provider

Aspect ACD, 175

Association, 278

Asynchronous transfer mode (ATM), 25

Attrition, 279

Automated attendant, 36-37, 268

Automatic call distribution (ACD), 45-53, 268

alternative call delivery methods and, 48-49

Aspect system, 175

as core technology, 7

functions and features, 47-48

managing information with, 45-46

networking, 51-52

new challenges for, 48

open systems products, 53

overflow, 267

rules of thumb for, 50-51

service level and, 104-105

skills-based routing, 49

small, requirements for, 50

stand-alone, 47

switching and routing systems, 52-53

types of, 46-47

Automatic call distributors (ACDs), 41

Automatic number identification (ANI), 29, 267

Automobile manufacturer, CRM gains for, 222

Avaya

Proactive Contact Management, 184

Self-Service Solutions, 184

Average speed of answer (ASA), 101-102, 268

Axtel, 167





Call Center Operation(c) Design, Operation, and Maintenance
Call Center Operation: Design, Operation, and Maintenance
ISBN: 155558277X
EAN: 2147483647
Year: 2003
Pages: 90
Authors: Duane Sharp
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