顾客服务 - 高级abandon rate (noun phrase) = 放弃率the percentage of customer calls that are terminated by the customer before reaching a customer service representativeOur abandon rate was 23% last year, so we increased our call center staff to shorten customers waiting time. 未提供注释。activity codes (noun phrase) = 活动代码sequences of numbers and letters entered by an agent after a customer service interaction to categorize the customers situationCommon problem types and information requests are assigned activity codes to help agents identify customer trends. 未提供注释。activity measure (noun phrase) = 活动度量a value that is given to a step in a process as part of an evaluation procedureAt most help desks, every part of the customer service process has an activity measure to help ensure quality. 未提供注释。after call work (noun phrase) = 呼叫后工作ACW; routine tasks that an agent or technician must complete interacting with a customerAfter call work includes updating the customer database with the most recent information about the customers situation. 未提供注释。agent group (noun phrase) = 座席组a team of customer service representatives who handle similar types of problemsThe members of an agent group can share information to help them develop an in-depth understanding of one type of situation. 未提供注释。agent occupancy (noun phrase) = 座席占用率the percentage of time that a customer service representative spends actively handling contacts with customersAgent occupancy is a good measure of the efficiency of a customer service team. 未提供注释。artificial intelligence (noun) = 人工智能AI; the part of computer development that attempts to imitate the methods that humans use to thinkIn the future, call systems using artificial intelligence will be able to help customers solve problems much more efficiently. 未提供注释。As-Is activity model (noun phrase) = 现况活动模型a representation that shows how a business process or procedure currently worksAn As-Is activity model is extremely useful because it serves as a baseline for judging the effectiveness of changes to a process. 未提供注释。顾客服务 - 高级 (2)authorizer (noun) = 批准人a designated individual in a customer service organization who has the power to approve time or money spent dealing with customer service requestsWe have two authorizers at our help desk, the manager and the assistant manager, and one of them must approve all expenses. 未提供注释。automated call (noun phrase) = 自动呼叫a phone call that is managed entirely through technology without assistance from a human agent or technicianSome of the calls that we receive require the involvement of a person, but about 30% are handled as automated calls. 未提供注释。automatic call distributor (noun phrase) = 自动呼叫分配器ACD; phone systems that route calls or manage phone queues without human assistanceOur automatic call distributor can manage over 200 calls at a time. 未提供注释。automatic number identification service (noun phrase) = 自动号码识别服务ANIS; a system that displays the telephone number of incoming callsOur automatic number identification service saves our agents a lot of time because they dont have to ask for the customers telephone number. 未提供注释。automatic software distribution (noun phrase) = 自动软件分发the process of making software available to customers from a server with no human involvementAutomatic software distribution has saved our customer service department a lot of time because customers dont have to wait for us to send them the software they need. 未提供注释。auxiliary work state (noun phrase) = 辅助工作状态the time that an agent spends completing tasks that do not involve talking with customersWhen an agent is filling out paperwork about a call with a customer, he or she is in an auxiliary work state. 未提供注释。average handling time (noun phrase) = 平均处理时间AHT; the mean amount of time that is required to deal with a customer service request from when the customers call is received to closureWe saved a lot of money this year by reducing our average handling time by about 10%. 未提供注释。顾客服务 - 高级 (3)average hold time (noun phrase) = 平均持线时间the mean amount of time that customers must wait before reaching an agent or technicianCompanies that have long average hold times may have unhappy customers. 未提供注释。average speed of answer (noun phrase) = 平均应答速度ASA; the mean amount of time that passes before an agent or automatic system acknowledges a phone callOur research showed that our average speed of answer is five seconds, but we want to reduce it to four seconds. 未提供注释。branch (noun) = 分公司a local office of a bankMy bank has a branch in my neighborhood, so its very convenient for me. 未提供注释。branch (noun) = 分支a specific path within a decision system or treeIt was difficult to program our call system with the number of branches needed for the wide range of customer needs. 未提供注释。calendar time elapsed (noun phra