Terms related to call centers, including definitions about inbound and outbound call center and words and phrases about customer relationship management (CRM).
Browse ABA - SCR
-
- abandoned call - An abandoned call is a call or other type of cont...
- AHT - Average handle time (AHT) is a call center metric for the average durat...
- ANI - ANI (Automatic Number Identification) is a service that provides the re...
- ANI (Automatic Number Identification) - ANI...
- automatic callback - Automatic callback is a telephone system ...
- Automatic Number Identification - ANI (Automatic ...
- average handle time - Average handle time (AHT) is a call cen...
- average handle time (AHT) - Average handle time (AHT) i...
- blended agent - A blended agent, in a call center or contact center...
- call center - A call center is a physical place where customer and ot...
- call center agent - A call center agent is the person who handl...
- call center schedule adherence - Call center sched...
- call center shrinkage - Call center shrinkage is a measure ...
- call logging - Call logging (also known as call recording or call mo...
- call monitoring - Call logging (also known as call recording or c...
- call recording - Call logging (also known as call recording or cal...
- callback messaging - Callback messaging, in a call center cont...
- CCO - A chief customer officer, or customer experience officer, is generally ...
- CEBP - Communications-enabled business processes (CEBP) is the integration o...
- chief customer officer - A chief customer officer, or cust...
- chief customer officer (CCO) - A chief customer offi...
- click to talk - Click-to-call (CTC), also called click-for-talk, is...
- click-for-talk - Click-to-call (CTC), also called click-for-talk, ...
- click-to-callback - Click-to-callback is a Web-based customer r...
- click-to-dial - Click-to-call (CTC), also called click-for-talk, is...
- click-to-talk - Click-to-call (CTC), also called click-for-talk, is...
- click-to-talk (CTC) - Click-to-call (CTC), also called click-...
- co browsing - Collaborative browsing (also known as co-browsing) is a...
- co-browsing - Collaborative browsing (also known as co-browsing) is a...
- collaborative browsing - Collaborative browsing (also know...
- collaborative browsing (co-browsing) - Colla...
- communication portal - A communication portal is a service t...
- communications enabled business processes
- communications-enabled business processes
- communications-enabled business processes (CEBP)
- contact center - A contact center (also referred to as a customer ...
- Contact Center: Glossary - Browse through contact center...
- CRM chat - In customer relationship management (CRM), customer service c...
- CRM Learning Guides - We've gathered a collection of our lear...
- CRM Quizzes - We've gathered quizzes to test your knowledge of custom...
- cross media queuing - In a call center, cross-media queuing d...
- cross-media queuing - In a call center, cross-media queuing d...
- CSAT - In customer relationship management, customer satisfaction (CSAT) is ...
- CSC - In customer relationship management (CRM), customer service chat (CSC) ...
- CSS - Customer service and support (CSS) is the part of a company's customer ...
- CTC - Click-to-call (CTC), also called click-for-talk, is a technology that c...
- customer interaction center - A contact center (also ...
- customer satisfaction - In customer relationship management...
- customer satisfaction (CSAT) - In customer relations...
- customer self-service - Web self-service is a type of elect...
- customer service and support - Customer service and ...
- customer service and support (CSS) - Customer ...
- customer service chat - In customer relationship management...
- customer service chat (CSC) - In customer relationshi...
- DDM - Direct digital marketing (DDM) is the electronic delivery of relevant c...
- direct digital marketing - Direct digital marketing (DDM...
- direct digital marketing (DDM) - Direct digital ma...
- Director of First Impressions - Director of First I...
- do not call list - The "do not call" list is a registry of phone...
- do not call registry - The "do not call" list is a registry ...
- e-contact center - A contact center (also referred to as a custo...
- e-support - Part of the growing trend toward online customer relationsh...
- Erlang B - Erlang B is a modeling formula that is widely used in call ce...
- Erlang C - Erlang C is a traffic modeling formula used in call center sc...
- escalation plan - An escalation plan is a set of procedures set i...
- fast clear down - A fast clear down is a call center term for a c...
- FCR - In customer relationship management (CRM), first call resolution is pro...
- first call resolution - In customer relationship management...
- first call resolution (FCR) - In customer relationshi...
- help desk - In a business enterprise, a help desk is a place that a use...
- hot desking - Hot desking is a work space sharing model in which empl...
- inbound call - An inbound call is one that a customer initiates to a...
- inbound call center - An inbound call center is one that excl...
- Incremental Revenue (Value) Analysis - Incre...
- Incremental Revenue Analysis - Incremental Revenue (...
- intelligent virtual agent - In customer relationship ma...
- Interactive Voice Response - Interactive Voice Respons...
- Interactive Voice Response (IVR) - Interactive V...
- issue tracking system - An issue tracking system (ITS) is a...
- issue tracking system (ITS) - An issue tracking syste...
- ITS - An issue tracking system (ITS) is a software application that allows an...
- IVR - Interactive Voice Response (IVR) is an automated telephony system that ...
- IVRS - Interactive Voice Response (IVR) is an automated telephony system tha...
- knowledge base - In general, a knowledge base is a centralized rep...
- LDQ - Longest delay in queue (LDQ) is the longest time period that a customer...
- Learning Path: CRM (Customer Relationship Manag...
- level of support - Level of support indicates a specific extent ...
- level of support (support level) - Level of supp...
- longest delay in queue - Longest delay in queue (LDQ) is t...
- longest delay in queue (LDQ) - Longest delay in queu...
- mobile marketing - Mobile marketing is promotional activity desi...
- occupancy - Occupancy is the percentage of time that call agents actual...
- off-peak - Off-peak, in a call center context, describes a time period w...
- open ticket - A trouble ticket (sometimes called a trouble report) is...
- outbound call - An outbound call is one initiated from a call cente...
- outbound call center - An outbound call center is one in whi...
- predictive dialer - A predictive dialer is a telephone control ...
- relationship marketing - Relationship marketing is a strat...
- SBR - Skill-based routing (SBR) is a component of automatic call distributor ...
- screen pop - A screen pop is a feature of a computer telephony integra...