The Call Center Dictionary, 3/e
暫譯: 呼叫中心詞典，第3版
Madeline Bodin, Keith Dawson
- 出版商: CMP Books
- 出版日期: 2002-01-03
- 售價: $1,940
- 貴賓價: 9.5 折 $1,843
- 語言: 英文
- 頁數: 232
- 裝訂: Paperback
- ISBN: 1578200954
- ISBN-13: 9781578200955
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商品描述
Call Centers in Plain English
Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers.
The Call Center Dictionary contains all the information you need to:
Understand: Your boss, your vendors, the technicians from the telecom and IT departments. Here are the meanings of all those technical terms and that alphabet soup of acronyms. When you need to know whether to go with ISDN or the PSTN and whether a T-1 will help, you'll find all the answers here.
Explain: To management, technicians, and new hires. It can be tough to explain terms you use in the call center every day to people with little call center experience. These definitions will let you express yourself clearly - so even executives will understand!
Interpret: Technology sales literature and sales presentations. Find out what the vendor really means by those fancy buzzwords.
Implement and Improve: Getting the most out of CRM tools to maximize customer satisfaction and foster increased sales.
商品描述(中文翻譯)
呼叫中心簡明指南
您的公司需要一個呼叫中心，以在21世紀保持競爭力。本書是您了解當今呼叫中心技術、技術和趨勢的指南。
《呼叫中心詞典》包含您所需的所有資訊：
了解：您的上司、供應商、電信和IT部門的技術人員。這裡有所有那些技術術語和縮寫的含義。當您需要知道是選擇ISDN還是PSTN，以及T-1是否有幫助時，您會在這裡找到所有答案。
解釋：給管理層、技術人員和新員工。對於那些對呼叫中心經驗不多的人來說，解釋您每天在呼叫中心使用的術語可能會很困難。這些定義將幫助您清楚地表達自己，讓高層也能理解！
詮釋：技術銷售文獻和銷售簡報。了解供應商所謂的那些花哨術語的真正含義。
實施和改進：充分利用CRM工具，以最大化客戶滿意度並促進銷售增長。
