客户服桌面系统与CTI技术紧密集成，向客服代表提供以下功能：（）
A.录音查询
B.屏幕弹出
C.呼入排队
D.软电话
E.热转接
参考答案：B, D, E
21. He apologized ________ late.
A．to his teacher to arrive
B．to his teacher for arriving
C．at his teacher to arrive
D．at his teacher for arriving
核心概念和营销观念是银行营销的( )。
A．战略理论B．基础理论C．管理理论D．策略理论
