Busy. Please wait.

show password
Forgot Password?

Don't have an account?  Sign up 

Username is available taken
show password


Make sure to remember your password. If you forget it there is no way for StudyStack to send you a reset link. You would need to create a new account.
We do not share your email address with others. It is only used to allow you to reset your password. For details read our Privacy Policy and Terms of Service.

Already a StudyStack user? Log In

Reset Password
Enter the associated with your account, and we'll email you a link to reset your password.
Didn't know it?
click below
Knew it?
click below
Don't know (0)
Remaining cards (0)
Know (0)
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.

  Normal Size     Small Size show me how

TechCustomer Service

Ms.Wenger Chapter 10 Customer Service

Individualized accomodation of customer needs and wants? Mass Customization
New ways if thinking about and doing business? Paradigm shift
Integration of the production and service Delivery processes into the research and promotion processes? Customer Service Feedback Loop
Allows business to remember each customer individually? Customer Database
Unified messaging,seamless internet integration, near-infinite bandwidth, and natural language processing? Technical Trends
Virtual call centers, global outsourcsing, and teleprofessionals? Operational Trends
Integrates all customer communication through single messaging interface(operating system)? Unified Messaging
Allows real-time two-way text messaging etween the customer and the customer service representative? Web Chat
Online customers can use a button push or hyper link to reuqest a return call by an agent on a seperate phone line? Web Callback
The customer service representative can take control of the customers internet browser in order to demonstrate how to use the company's web pages? Collaborative Browsing
The maximum amount of information that can be transmitted over a channel (bytes per second)* The faster way of using the internet instead of dial up? Bandwidth
Automatic speech recognition,speaker verification, and speech synthesis? Natural Language Systems
Use voiceprint technology to provide enhanced security for customer information and customer accounts? Speaker Verification
The link of two or more geographically dispersed call centers into a single central telephone switch that route calls to the next available customer service representative regardless of location? Virtual Call Centers (VCC)
A company hires another company to fulfill some ker functions such as call centers or help desks? Outsourcing
Outside Suppliers in geographically dispersed regions of the world that provide low-cost, continous support? Global Outsourcing
Logging in from remote offices, most frequently from the employees own homes? Telecommuting
The process of managing, tracking and organizing contacts with your customers and potential customers? Contact Management
Created by: Dee119



Use these flashcards to help memorize information. Look at the large card and try to recall what is on the other side. Then click the card to flip it. If you knew the answer, click the green Know box. Otherwise, click the red Don't know box.

When you've placed seven or more cards in the Don't know box, click "retry" to try those cards again.

If you've accidentally put the card in the wrong box, just click on the card to take it out of the box.

You can also use your keyboard to move the cards as follows:

If you are logged in to your account, this website will remember which cards you know and don't know so that they are in the same box the next time you log in.

When you need a break, try one of the other activities listed below the flashcards like Matching, Snowman, or Hungry Bug. Although it may feel like you're playing a game, your brain is still making more connections with the information to help you out.

To see how well you know the information, try the Quiz or Test activity.

Pass complete!

"Know" box contains:
Time elapsed:
restart all cards