If consumers make a mistake in placing their "orders" through Kayak Connect, they contact Kayak - in this case, it's actually a TRX call center agent.

如果消费者通过Kayak Connect下了一个错误的订单，他们可以联系Kayak，在这种情况下，实际上是TRX的服务人员在接听电话。

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The example used in both parts of this article series is based on a scenario where a call center agent needs to look up information for a particular customer.

该系列文章的各部分中使用的例子都是基于一个场景，在该场景中，一个呼叫中心代理需要检索某一特定客户的信息。

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Measures the average number of deals the call center agent was able to close in an hour.

衡量呼叫中心代理一小时能够关闭的平均交易数量。

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What if your claims or call center agent could seamlessly use real-time communication capabilities like instant messaging and video sharing or productivity features like mail-merge right inside of CRM?

FORBES: Insurance Companies Adopt CRM Tools To Boost Productivity