顾客服务英语词汇Word文件下载.docx
- 文档编号:7129453
- 上传时间:2023-05-08
- 格式:DOCX
- 页数:24
- 大小:24.80KB
顾客服务英语词汇Word文件下载.docx
《顾客服务英语词汇Word文件下载.docx》由会员分享,可在线阅读,更多相关《顾客服务英语词汇Word文件下载.docx(24页珍藏版)》请在冰点文库上搜索。
Atmosthelpdesks,everypartofthecustomerserviceprocesshasanactivitymeasuretohelpensurequality.
aftercallwork(nounphrase)=呼叫后工作
ACW。
routinetasksthatanagentortechnicianmustcompleteinteractingwithacustomer
Aftercallworkincludesupdatingthecustomerdatabasewiththemostrecentinformationaboutthecustomer'
ssituation.
agentgroup(nounphrase)=座席组
ateamofcustomerservicerepresentativeswhohandlesimilartypesofproblems
Themembersofanagentgroupcanshareinformationtohelpthemdevelopanin-depthunderstandingofonetypeofsituation.
agentoccupancy(nounphrase)=座席占用率
thepercentageoftimethatacustomerservicerepresentativespendsactivelyhandlingcontactswithcustomers
Agentoccupancyisagoodmeasureoftheefficiencyofacustomerserviceteam.
artificialintelligence(noun)=人工智能
AI。
thepartofcomputerdevelopmentthatattemptstoimitatethemethodsthathumansusetothink
Inthefuture,callsystemsusingartificialintelligencewillbeabletohelpcustomerssolveproblemsmuchmoreefficiently.
As-Isactivitymodel(nounphrase)=现况活动模型
arepresentationthatshowshowabusinessprocessorprocedurecurrentlyworks
AnAs-Isactivitymodelisextremelyusefulbecauseitservesasabaselineforjudgingtheeffectivenessofchangestoaprocess.
顾客服务-高级
(2)
authorizer(noun)=批准人
adesignatedindividualinacustomerserviceorganizationwhohasthepowertoapprovetimeormoneyspentdealingwithcustomerservicerequests
Wehavetwoauthorizersatourhelpdesk,themanagerandtheassistantmanager,andoneofthemmustapproveallexpenses.
automatedcall(nounphrase)=自动呼叫
aphonecallthatismanagedentirelythroughtechnologywithoutassistancefromahumanagentortechnician
Someofthecallsthatwereceiverequiretheinvolvementofaperson,butabout30%arehandledasautomatedcalls.
automaticcalldistributor(nounphrase)=自动呼叫分配器
ACD。
phonesystemsthatroutecallsormanagephonequeueswithouthumanassistance
Ourautomaticcalldistributorcanmanageover200callsatatime.
automaticnumberidentificationservice(nounphrase)=自动号码识别服务
ANIS。
asystemthatdisplaysthetelephonenumberofincomingcalls
Ourautomaticnumberidentificationservicesavesouragentsalotoftimebecausetheydon'
thavetoaskforthecustomer'
stelephonenumber.
automaticsoftwaredistribution(nounphrase)=自动软件分发
theprocessofmakingsoftwareavailabletocustomersfromaserverwithnohumaninvolvement
Automaticsoftwaredistributionhassavedourcustomerservicedepartmentalotoftimebecausecustomersdon'
thavetowaitforustosendthemthesoftwaretheyneed.
auxiliaryworkstate(nounphrase)=辅助工作状态
thetimethatanagentspendscompletingtasksthatdonotinvolvetalkingwithcustomers
Whenanagentisfillingoutpaperworkaboutacallwithacustomer,heorsheisinanauxiliaryworkstate.
averagehandlingtime(nounphrase)=平均处理时间
AHT。
themeanamountoftimethatisrequiredtodealwithacustomerservicerequestfromwhenthecustomer'
scallisreceivedtoclosure
Wesavedalotofmoneythisyearbyreducingouraveragehandlingtimebyabout10%.
顾客服务-高级(3)
averageholdtime(nounphrase)=平均持线时间
themeanamountoftimethatcustomersmustwaitbeforereachinganagentortechnician
Companiesthathavelongaverageholdtimesmayhaveunhappycustomers.
averagespeedofanswer(nounphrase)=平均应答速度
ASA。
themeanamountoftimethatpassesbeforeanagentorautomaticsystemacknowledgesaphonecall
Ourresearchshowedthatouraveragespeedofanswerisfiveseconds,butwewanttoreduceittofourseconds.
branch(noun)=分公司
alocalofficeofabank
Mybankhasabranchinmyneighborhood,soit'
sveryconvenientforme.
branch(noun)=分支
aspecificpathwithinadecisionsystemortree
Itwasdifficulttoprogramourcallsystemwiththenumberofbranchesneededforthewiderangeofcustomerneeds.
calendartimeelapsed(nounphrase)=经过的日历时间
theperiodoftimefromthereceiptofacustomerservicerequestandthesatisfactionoftherequest
Calendartimeelapsedcanbequitelongforrequeststhatinvolveorderingpartsorresearchingaproblem.
callback(nounphrase)=回拨
atelephonecallfromacustomerservicedepartmentinresponsetoacustomer'
sservicerequest
Goodcustomerservicedepartmentsmaketheircallbackswithin24hours.
callcapturerate(nounphrase)=呼叫接通率
thenumberofcallshandledbyacustomerservicedepartmentdividedbythetotalnumberofcalls,expressedasapercentage
Thecallcapturerateisagoodindicatoroftheefficiencyofacallcenter.
callcategory(nounphrase)=呼叫类别
agroupofcallsclassifiedbythetypeofprobleminvolved
Ourcallsgenerallyfallintofivecallcategories,withsoftwarecallsbeingthelargest.
顾客服务-高级(4)
callmetrics(nounphrase)=呼叫指标
allofthestatisticaldataaboutcustomerphonecallsthatacallcentercollects
Callcenterscollectavarietyofcallmetrics,includingnumberofcalls,timespentoneachcall,andthetimecustomerswaittospeaktoanagent.
callprocessingrate(nounphrase)=呼叫处理率
thenumberofcallshandledbyacustomerservicedepartmentduringaspecifiedperiodoftime,usuallyanhouroraday
Ourdepartment'
sgoalfornextmonthisacallprocessingrateof1,000callsperday.
callroutingtable(nounphrase)=呼叫路由表
achartwhichoutlineswheretotransfervarioustypesofcustomerservicerequests
Inourcallcenter,thecallroutingtableisorganizedaccordingtothetypeofproblemsothatsoftwareandhardwarecallsgotodifferentlocations.
careerpathing(nounphrase)=职业发展途径
theprocessofplanningthefuturetraining,development,andpromotionofcustomerserviceagentsandtechnicians
Careerpathingisextremelyimportanttomotivatingagentsandtechnicians.
case-basedreasoning(nounphrase)=基于案例的论证
theprocessofmatchingthedescriptionofacurrentproblemwithadescriptionofapastproblemthatwassuccessfullysolvedinordertocreatealistofpossiblesolutionstothecurrentproblem
Case-basedreasoningcanoftenproduceasuccessfulsolutiontoaproblemwhenanagentortechnicianhasnotbeenableto.
centralizedsupport(nounphrase)=集中支持
acustomerhelpcenterinasinglelocationthatprovidescustomerservicetomultiplelocations
Oneadvantageofcentralizedsupportistheefficiencyofhavingagentsandtechniciansabletoeasilyshareinformation.
churn(noun)=流失
theprocessinwhichcustomersleaveonecompanytotrytheservicesorproductsofadifferentcompany
Goodcustomerservicecanreducechurnandhelpretaincustomers.
codeofpractice(nounphrase)=行为规范
aguidefromaprofessionalorganizationassociatedwithaparticularindustry
Mostcodesofpracticeincludeguidanceondealingwithcustomers.
顾客服务-高级(5)
collaborativefiltering(noun)=协同过滤
theprocessbywhichacompanyprovidesrecommendationsforfuturepurchasesbasedonthecustomer'
spastpurchasesandonthepurchasesofcustomerswhoboughtsimilarproducts
Usingcollaborativefiltering,acompanycanofteninformcustomersaboutusefulproductsthattheydidn'
tknowabout.
comparableorganization(nounphrase)=对等组织
acompanyororganizationthatprovidesasimilarservicetoanothercompanyororganization
Tojudgeanon-profitorganization'
scustomerservice,itishelpfultolookathowacomparableorganizationisperforminginthatarea.
computertelephony(nounphrase)=计算机电话
hardwareandsoftwarethathelpagentsandtechnicianshandlecustomerservicerequests
Computertelephonymakesitpossibleforagentstohandleamuchlargervolumeofincidents.
context-sensitivehelp(nounphrase)=上下文相关的帮助
asystemofassistancethatprovidesspecificadviceorsolutionsbasedontheparticulartaskthatthecustomerisattempting
Context-sensitivehelpiseffectivebecauseitpresentsthecustomerwithahighlyrelevantpieceofinformationaboutthecustomer'
sspecificsituation.
contingencymodel(nounphrase)=权变模式
awayofviewinganorganizationthattakesintoaccountallofthefactorsthatformit,includingorganizationalstructure,employees,customers,andchangesexternaltothecompany
Thecontingencymodelhelpspeopleunderstandthecomplexforcesthatshapeanorganization.
continuousimprovement(nounphrase)=持续改进
eliminatingwasteandincreasingvaluebyconstantlymakingproducts,processes,andfacilitiesbetter
Aspartofourprogramofcontinuousimprovement,weaskallofourcustomerstotakeacustomersatisfactionsurveysothatweunderstandwhatchangestheywouldliketosee.
costperagent(nounphrase)=每位座席成本
ameasureoftheefficiencyofacallcenterthatisthetotalexpenseofoperatingthec
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 顾客 服务 英语词汇