When.com Web Search

Search results

1. Results From The WOW.Com Content Network

2. Call centre - Wikipedia

   en.wikipedia.org/wiki/Call_centre

   The term "call center" was first published and recognised by the Oxford English Dictionary in 1983. The 1980s saw the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of long-distance calling and growth in information-dependent industries. [11]

3. Interactive voice response - Wikipedia

   en.wikipedia.org/wiki/Interactive_voice_response

   An IVR can play announcements and request an input from the caller. This information can be used to profile the caller and used by an ACD to route the call to an agent with a particular skill set. Interactive voice response can be used to front-end a call center operation by identifying the needs of the caller. Information can be obtained from ...

4. First Call Resolution - Wikipedia

   en.wikipedia.org/wiki/First_Call_Resolution

   Even though call center leaders have identified FCR as a critical KPI, there is some question about what exactly constitutes a "resolved call." Some call centers consider a call resolved if the agent didn't need to transfer it. Other call centers determine if a call is resolved if there is no follow-up work needed by the customer after the call.

5. Virtual queue - Wikipedia

   en.wikipedia.org/wiki/Virtual_queue

   Virtual queue is a concept used in both inbound call centers and other businesses to improve wait times for users. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs hold queued calls in First In, First Out order until agents become available. Virtual queue ...

6. Customer service representative - Wikipedia

   en.wikipedia.org/wiki/Customer_service...

   Customer service representatives, customer service advisors, customer service agents, or customer service associates are employees who interact with customers to handle and resolve complaints, process orders, and provide information about an organization’s products and services. They may work in an office with a call center or in retail.

7. AOL Live Support Plus

   help.aol.com/articles/live-support-plus-faqs

   AOL Live Support Plus includes our top-of-the-line support and security products that will help protect your identity and information online. Get started today! Support when you need it: 24x7 Live Support gives you access to AOL experts over the phone or online chat, 24 hours a day, 7 days a week. Our experts are ready to assist you with any of ...