顾商务英语高级词汇--顾客服务.docVIP

顾客服务 - 高级 abandon rate (noun phrase) = 放弃率 the percentage of customer calls that are terminated by the customer before reaching a customer service representative Our abandon rate was 23% last year, so we increased our call center staff to shorten customers waiting time. ? 未提供注释。 activity codes (noun phrase) = 活动代码 sequences of numbers and letters entered by an agent after a customer service interaction to categorize the customers situation Common problem types and information requests are assigned activity codes to help agents identify customer trends. ? 未提供注释。 activity measure (noun phrase) = 活动度量 a value that is given to a step in a process as part of an evaluation procedure At most help desks, every part of the customer service process has an activity measure to help ensure quality. ? 未提供注释。 after call work (noun phrase) = 呼叫后工作 ACW; routine tasks that an agent or technician must complete interacting with a customer After call work includes updating the customer database with the most recent information about the customers situation. ? 未提供注释。 agent group (noun phrase) = 座席组 a team of customer service representatives who handle similar types of problems The members of an agent group can share information to help them develop an in-depth understanding of one type of situation. ? 未提供注释。 agent occupancy (noun phrase) = 座席占用率 the percentage of time that a customer service representative spends actively handling contacts with customers Agent occupancy is a good measure of the efficiency of a customer service team. ? 未提供注释。 artificial intelligence (noun) = 人工智能 AI; the part of computer development that attempts to imitate the methods that humans use to think In the future, call systems using artificial intelligence will be able to help customers solve problems much more efficiently. ? 未提供注释。 As-Is activity model (noun phrase) = 现况活动模型 a representation that shows how a business process or procedure currently works An As-Is activity model is extremely