Call Center на 100%. Практическое руководство по организации Центра обслуживания вызовов. Александра Самолюбова

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Call Center на 100%. Практическое руководство по организации Центра обслуживания вызовов - Александра Самолюбова Бизнес на 100%

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в англоязычной литературе используют не только термин agent, часто встречается также аббревиатура CSR – от английского Customer Service Representative (представитель службы обслуживания клиентов) или, несколько реже, TSR – от английского Telephone Service Representative (представитель службы обслуживания телефонных вызовов).

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      Конечно, это ни в коей мере не означает, что я призываю вас производить продукты или предоставлять услуги плохого или среднего качества!

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      Datamonitor, Vertical Guide to Call Centers in EMEA, апрель 2004 года.

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      Datamonitor, Vertical Guide to Call Centers in EMEA, апрель 2004 года.

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