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Call Centers Definitions
1 - 88 of 88 terms
> abandoned call
> ANI
> automatic callback
> Automatic Number Identification
> average handle time
> blended agent
> call center
> call center agent
> call center schedule adherence
> call center shrinkage
> call logging
> call monitoring
> call recording
> callback messaging
> chief customer officer
> click-for-talk
> click-to-callback
> click-to-dial
> click-to-talk (CTC)
> co-browsing
> collaborative browsing
> communication portal
> communications-enabled business processes
> contact center
> Contact Center: Glossary
> CRM chat
> CRM Learning Guides
> CRM Quizzes
> cross media queuing
> cross-media queuing
> customer interaction center
> customer satisfaction (CSAT)
> customer self-service
> customer service and support
> customer service chat
> direct digital marketing (DDM)
> Director of First Impressions
> do not call list
> do not call registry
> e-contact center
> e-support
> Erlang B
> Erlang C
> escalation plan
> fast clear down
> first call resolution
> help desk
> hot desking
> inbound call
> inbound call center
> Incremental Revenue (Value) Analysis
> intelligent virtual agent
> Interactive Voice Response
> issue tracking system
> IVR
> IVRS
> knowledge base
> LDQ
> level of support
> longest delay in queue
> mobile marketing
> occupancy
> off-peak
> open ticket
> outbound call
> outbound call center
> predictive dialer
> relationship marketing
> screen pop
> service level
> silent monitoring
> skill based routing
> skill-based routing
> social CRM
> social media analytics
> speech recognition
> support level
> talking translator
> Top searches of 2008
> trouble report
> trouble ticket
> v-rep
> virtual agent
> virtual rep
> voice recognition
> Web self-service
> workforce management (WFM) software
> workforce optimization (WFO) software
1 - 88 of 88 terms

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