: Help Desk Institute HDI Customer Support Specialist CSS : HDI HDI HDI HDI HDI : HDI : IT % /28
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1 Help Desk Institute Certified Customer Support Specialist
2 : Help Desk Institute HDI Customer Support Specialist CSS : HDI HDI HDI HDI HDI : HDI : IT % /28
3 : HDI CSS HDA HDSA HDM : HDI HDI HDI /28
4 (SLA ) ( ) ( ) 2. ( ) CSS CSS CSS CRM /28
5 (PBX Public Branch Exchange, ACD Automated Call Distribution) FAX IVR Integrated Voice Response (CMS CRM) (EMS) 2. Average Speed to Answer (ASA) Abandon Rate (ABA) /28
6 CSS CSS 3. CSS ( ) 2. CSS /28
7 CSS CSS /28
8 5. 2 ( ) SLA /28
9 SLA ( ) /28
10 5. 6. CSS ( ) /28
11 9.!!!! RTF HTML :) /28
12 CSS ( ) /28
13 3. win-win /28
14 3. ( ) ( ) /28
15 ( ) FAX /28
16 2. ( ) ( ) ( ) ( ) /28
17 1. 1. ( ) /28
18 CSS 3. : : 4. CSS /28
19 /28
20 1. 1. (SLA ) 2. CSS CSS CSS /28
21 1. ( ) SLA 1. SLA SLA SLA /28
22 /28
23 4. (KPI) 1. Average Speed to Answer (ASA) CSS ( ) CSS Abandon Rate (ABA) CSS ( ) Talk Time Availability CSS CSS One Call Resolution (OCR) CSS Customer Satisfaction /28
24 2. ABA ASA ABA CSS ASA 3. ABA ASA ASA ABA CSS /28
25 6. 1. (QA) 2. CSS CSS 3. CSS ( ) CSS CSS /28
26 ID 3. ID /28
27 IT PC (CPU) PC ( ( )PC )PC ( ) ( ) Windows 95,98, 2000, XP/NT, Unix, OS/2 MS Outlook, Lotus Notes, MS Word, Netscape Explorer, Internet Explorer (IE) ( ) ACD PBX PBX ACD 2. (PBX ACD) /28
28 IT 3. CTI IT PC KPI CSS CSS 2. FAX FAX IVR /28
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Microsoft IRM IRM : Information Rights Management White Paper 2004 7 RM 1.RM RMS RM RM RM 2. RM RM 2.1 RM RM 1. Office Rights Management 1.0 2. Office Rights Management 1.0 2000 SP3 3. Rights Management
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