Online teaching



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CSO Unit 1n2 Revision

Author: Baey See Hion
Description:
Keywords: , , , , , , online teaching

Content:
Crossword hints:
5 one skill of successful agent, 3 one skill of successful agent, Supervisor sits beside to coach an agent, Something display on wall board., Information display on the wall board, LED based sign commonly found in contact centre, 1 one skill of successful agent, 8 one skill of successful agent, supervisor overhears a conversation and stop to correct it if necessary, The agent%27s time used to handle calls vs time waiting for the next call. , time where contact centre system not available, Single ear piece headset, 2 one skill of successful agent, It makes agents easier to listen to the customer and type the information simultaneously., call used to help trouble-shooting problem, The period of time used by agents to perform call related tasks. , telephone network switcher between internal office with external, 4 one skill of successful agent, 6 one skill of successful agent, new_hintDesktop computer used by the agent., common term to describe a call centre, Agent%27s turnaround time used to reply to the customer on non critical request., Agents in this centre to receive and make calls, He has flexible working hours working in this type of call centre., A purpose of call monitoring is to improve, Name for a consolidated call centre, call to conduct survey, Name for a decentralize call centre, percentage of callers that hang up before reaching the agent., a type of phone used by the agents., 7 one skill of successful agent, It enables calls to be made over internet.,

Crossword words:
OCCUPANCY, RESPONSE, CENTRALIZED, HELP_DESK, SPEED, AGENT_PERFORMANCE, KNOWLEDGE_RETENTION, DRIVE-BYS, PLANNED_EVENTS, SMALLER, OUTBOUND, CREATIVITY, FLEXIBILITY, ABANDONED_CALL, ORGANISATION, SILENT_MONITORING, FRIENDLY, VIRTUAL, HEADSET, CALM_UNDER_PRESSURE, DOWNTIME, IP PHONE, EFFECTIVE_COMMUNICATION, WORKSTATION, READER_BOARD, LOGGED, SERVICE_LEVEL, PABX, INBOUND, SOFTPHONES, MONAURAL,
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