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Glosario de Términos Contact Center

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Glosario de Términos Contact Center

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About this activity

Glosario de terminos contact center del programa de omnicanalidad y BPO

Created by

YESID MAURICIO VILLANUEVA VASQUEZ
YESID MAURICIO VILLANUEVA VASQUEZ
Colombia

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Glosario de Términos Contact Center
 

Crossword Puzzle

Glosario de Términos Contact CenterOnline version

Glosario de terminos contact center del programa de omnicanalidad y BPO

by YESID MAURICIO VILLANUEVA VASQUEZ
1

Tiempo medible en el que el asesor no se encuentra en disponible

2

Es el cumplimiento de los dimensionamientos establecidos a nivel de personal y tiempos

3

Servicio de gestión posterior a la atención realizada por los asesores en el front.

4

Es una unidad funcional diseñada para manejar grandes volúmenes de llamadas telefónicas

5

Es un centro de atención al cliente donde se gestionan y atienden las comunicaciones de los clientes

6

Servicio de gestión que recibe directamente el cliente a través de las herramientas que dispone el operador en cada uno de los contactos.

7

Es un sistema automático en el que se puede interactuar mediante voz.

8

Tiempo total efectivo de operación de llamada

9

Descuento aplicado después del cálculo del valor de Facturación por incumplimiento

10

Sesión de retroalimentación de novedades administrativas y operativas para el personal, previa al inicio de sus labores en el Contact Center.

11

Es el proceso por medio del cual se realiza el dimensionamiento de recursos de personal de una operación de Contact.

12

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