TAILIEUCHUNG - Cisco Unified Contact Center Enterprise (UCCE) phần 8

Cấu hình quá trình lưu trữ dữ liệu cấu hình trong cơ sở dữ liệu AW. sao chép quá trình Replication nhận dữ liệu lịch sử từ logger và chèn dữ liệu này vào cơ sở dữ liệu HDS trên AW. rtdist: Nhà phân phối thời gian thực nhận được dữ liệu thời gian thực từ các bộ định tuyến | Chapter 12 Unified CM and IVR 193 typically attract a high volume of calls. As the call format and flow are relatively simple it makes sense for these calls to be serviced by an IVR rather than an agent. Staffing a contact center to handle high-volume short-duration repetitive calls could be expensive and handling these types of calls would be demoralizing for the agents. Security-conscious transactions Fraud can occur when humans obtain personal financial information such as credit card details. Many contact centers consist of sales teams that handle financial transactions. Fraud can potentially occur as the agents are required to process the credit card details when accepting payment. Many organizations have implemented IVRs to handle credit card payments therefore removing the human element from the credit card transactions. Another benefit of doing this is that the voice-recording platforms used to record the agent calls are usually not configured to record IVR interactions so no spoken credit card details will be stored in the voice recordings. Reducing agent handling times The formulas often used to size agent resources for contact centers take into account the call volume over a certain time period and record the average duration of those calls. If a contact center is able to reduce its average handling time it can also reduce the amount of agent resources or retain the existing agent resources and handle a higher call volume. Call-handling times can be reduced by offloading repetitive operations to an IVR before the call is handled by the agent. Such operations include prompting the caller to enter her account details or automatically giving her frequently requested information. This minimizes the amount of work the agent needs to perform when the call arrives which in turn reduces the handling time. Identifying the caller Although many organizations publicly say that all their customers are equal the reality is that some customers can have a much higher or

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