第1页共16页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共16页顾客服务-高级abandonrate(nounphrase)=放弃率thepercentageofcustomercallsthatareterminatedbythecustomerbeforereachingacustomerservicerepresentativeOurabandonratewas23%lastyear,soweincreasedourcallcenterstafftoshortencustomers'waitingtime.⇒未提供注释。activitycodes(nounphrase)=活动代码sequencesofnumbersandlettersenteredbyanagentafteracustomerserviceinteractiontocategorizethecustomer'ssituationCommonproblemtypesandinformationrequestsareassignedactivitycodestohelpagentsidentifycustomertrends.⇒未提供注释。activitymeasure(nounphrase)=活动度量avaluethatisgiventoastepinaprocessaspartofanevaluationprocedureAtmosthelpdesks,everypartofthecustomerserviceprocesshasanactivitymeasuretohelpensurequality.⇒未提供注释。aftercallwork(nounphrase)=呼叫后工作ACW;routinetasksthatanagentortechnicianmustcompleteinteractingwithacustomerAftercallworkincludesupdatingthecustomerdatabasewiththemostrecentinformationaboutthecustomer'ssituation.⇒未提供注释。agentgroup(nounphrase)=座席组ateamofcustomerservicerepresentativeswhohandlesimilartypesofproblemsThemembersofanagentgroupcanshareinformationtohelpthemdevelopanin-depthunderstandingofonetypeofsituation.⇒未提供注释。agentoccupancy(nounphrase)=座席占用率thepercentageoftimethatacustomerservicerepresentativespendsactivelyhandlingcontactswithcustomersAgentoccupancyisagoodmeasureoftheefficiencyofacustomerserviceteam.⇒未提供注释。artificialintelligence(noun)=人工智能AI;thepartofcomputerdevelopmentthatattemptstoimitatethemethodsthathumansusetothink第2页共16页第1页共16页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共16页Inthefuture,callsystemsusingartificialintelligencewillbeabletohelpcustomerssolveproblemsmuchmoreefficiently.⇒未提供注释。As-Isactivitymodel(nounphrase)=现况活动模型arepresentationthatshowshowabusinessprocessorprocedurecurrentlyworksAnAs-Isactivitymodelisextremelyusefulbecauseitservesasabaselineforjudgingtheeffectivenessofchangestoaprocess.⇒未提供注释。顾客服务-高级(2)authorizer(noun)=批准人adesignatedindividualinacustomerserviceorganizationwhohasthepowertoapprovetimeormoneyspentdealingwithcustomerservicerequestsWehavetwoauthorizersatourhelpdesk,themanagerandtheassistantmanager,andoneofthemmustapproveallexpenses.⇒未提供注释。automatedcall(nounphrase)=自动呼叫aphonecallthatismanagedentirelythroughtechnologywithoutassistancefromahumanagentortechnicianSomeofthecallsthatwereceiverequiretheinvolvementofaperson,butabout30%arehandledasautomatedcalls.⇒未提供注释。automaticcalldistributor(nounphrase)=自动呼叫分配器ACD;phonesystemsthatroutecallsormanagephonequeueswithouthumanassistanceOurautomaticcalldistributorcanmanageover200callsatatime.⇒未提供注释。automaticnumberidentificationservice(nounphrase)=自动号码识别服务ANIS;asystemthatdisplaysthetelephonenumberofincomingcallsOurautomaticnumberidentificationservicesavesouragentsalotoftimebecausetheydon'thavetoaskforthecustomer'stelephonenumber.⇒未提供注释。automaticsoftwaredistribution(nounphrase)=自动软件分发theprocessofmakingsoftwareavailabletocustomersfromaserverwithnohumaninvolvementAutomaticsoftwaredistributionhassavedourcustomerservicedepartmentalotoftimebecausecustomersdon'thavetowaitforustosendthemthesoftwaretheyneed.⇒未提供注释。auxiliaryworkstate(nounphrase)=辅助工作状态第3页共16页第2页...
