Term
| Automatic call distributor (ACD) |
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Definition
| A telephone technology that answers a call and routes or distributes, it to the next available analysts. |
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Term
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Definition
| A proven way of completing a task to produce a near optimum result. |
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Definition
| A place where telephone calls are made or received in high volume |
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Term
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Definition
| a person who buys product or services |
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Term
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Definition
| services that help a customer understand and benefit from a product's capabilities by answering questions solving problems and providing training. |
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Term
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Definition
| a service desk that supports customer who buy its company product or services |
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Term
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Definition
| a single point of contact within a company for technology related questions and incidents |
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Term
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Definition
| an unplanned interruption to an IT service or a reduction in the quality of an IT service |
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Term
| Knowledge based Administrator (KBA) |
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Definition
| another name for knowledge engineer |
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Term
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Definition
| the qualities that people need to deliver great service, such as active listening verbal communication skills customer service skills and problem solving skills |
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Definition
| the perceived worth usefulness or importance of a product of service to a customer |
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Term
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Definition
| the specialized or technical language used by a trade or profession |
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Term
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Definition
| the exchange of information using words |
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Term
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Definition
| an ACD feature that routes calls based on input provided by the caller through a touch tone phone |
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Term
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Definition
| an ACD state that occurs when an analyst is ready to take calls |
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Term
| caller identification (caller id) |
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Definition
| a service provided by a local telephone company that discloses the telephone number of the person calling and where available |
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Term
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Definition
| a way of transferring a telephone call when you stay on the line only long enough to ensure that the call has been transferred successfully |
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Term
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Definition
| a way of transferring a telephone call when you stay on the line with the customer and the service provider whom you are engaging in the call, also known as a conference call |
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Term
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Definition
| using facial expression body language instead of word to communicate |
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Term
| overall satisfaction survey |
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Definition
| a customer satisfaction survey that ask customer for feedback about all contacts with the service desk during a certain time period |
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Definition
| a technology that records and playbacks telephone calls |
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Term
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Definition
| a standard of set text and behaviors |
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Term
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Definition
| a term commonly used to describe a record stored in a data base that contains the details of a customer contact also known as case, incident log, record, and service request |
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Term
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Definition
| a measure of how long until an incident has a significant impact on the business |
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Term
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Definition
| an automated form of taking messages from callers |
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Term
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Definition
| when you introduce the customer and the service provider to whom you are transferring the call but you do not stay on the line |
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Term
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Definition
| a temporary way to circumvent or minimize the impact of an incident |
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