呼叫中心基础知识培训课程英文版.pptxVIP

Call Center FoundationTraining Objectives Upon completing this training, you are expected to be able to:Know the Call Center systemKnow the CTI Structureknow the Telecom Call Center Business ProcessTerms in Call Center SystemTermsCTI (Server)Computer Telephony IntegrationIVR(Interactive Voice Response)To reduce agent workloadVRS (Voice Recording System)Check agent Server quantiltyGenesys, Cisco ICMCSR(Agent)Customer service representativeTerms(continue)…..PSTNPublic Switched Telephone Network/wiki/PSTN ）Private Branch (telephone) ExchangeNortel、Avaya、Alcatel、华为 ACD(Automatic Call Distribution)