Glossar

  • ACD - Automatic Call Distribution:

  • Agent:

  • CROSS SELLING/ UP SELLING:

  • CTI - Computer Telephone Integration:

  • HEADSET:

  • INBOUND / OUTBOUND:

  • IVR-Systeme - Interactive / Integrated Voice Recognition:

  • Monitoring:

  • Outsourcing:

  • Overflow:

  • Shared-Cost-Dienste:

  • Virtuelle Call-Center: