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| Topic: |
Technology
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| Number of pages / Number of words: |
3 / 757 |
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Upon resolution, the ticket is closed. If this same problem arises again, the customer can refer to his or her ticket number so the help desk agent will have a history log and know what has been tried before. If the call center has Computer-Telephony Integration, the help desk employee will automatically see the customer's history...
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If the call center has Computer-Telephony Integration, the help desk employee will automatically see the customer's history. Other concepts include interactive voice response systems and web-enabled systems. The interactive voice response, or IVR, guides a caller through a system of menus and prompts, eventually leading to either a live person or a voice mail...
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