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customer-managed relationship (CMR)

Definition | SearchCRM

A customer-managed relationship (CMR) is a relationship in which a business uses a methodology, software, and perhaps Internet capability to ...

longest delay in queue (LDQ)

Definition | SearchCRM

Longest delay in queue (LDQ) is the longest time period that a customer in a queue waits before either connecting with an agent or hanging up.

first call resolution (FCR)

Definition | SearchCRM

In customer relationship management (CRM), first call resolution is properly addressing the customer's need the first time they call, thereby ...

average handle time (AHT)

Definition | SearchCRM

Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer's initiation of ...

Incremental Revenue (Value) Analysis

Definition | SearchCRM

Incremental Revenue (Value) Analysis is a process used to calculate the value of each agent in a call center.

blended agent

Definition | SearchCRM

A blended agent, in a call center or contact center context, is an agent who manages both incoming and outgoing calls and applications as needed.

Interactive Voice Response (IVR)

Definition | SearchCRM

Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the ...

knowledge base

Definition | SearchCRM

In general, a knowledge base is a centralized repository for information: a public library, a database of related information about a particular ...

Camram (Campaign for Real Mail)

Definition | SearchCRM

Camram -- the name derives from "Campaign for Real Mail" -- is a method for controlling spam that requires spammers to spend resources for each piece...

CFML (ColdFusion Markup Language)

Definition | SearchOracle

CFML (ColdFusion Markup Language) is a Web page markup language that allows a Web site developer to create pages with variable information (text or ...

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SearchCompliance

  • smart contract

    A smart contract, also known as a cryptocontract, is a computer program that directly controls the transfer of digital currencies...

  • risk map (risk heat map)

    A risk map, also known as a risk heat map, is a data visualization tool for communicating specific risks an organization faces. A...

  • internal audit (IA)

    An internal audit (IA) is an organizational initiative to monitor and analyze its own business operations in order to determine ...

SearchSecurity

  • evil maid attack

    An evil maid attack is a security exploit that targets a computing device that has been shut down and left unattended.  An evil ...

  • Common Body of Knowledge (CBK)

    In security, Common Body of Knowledge (CBK) is a comprehensive framework of all the relevant subjects a security professional ...

  • rootkit

    A rootkit is a program or, more often, a collection of software tools that gives a threat actor remote access to and control over...

SearchHealthIT

  • value-based healthcare

    Value-based healthcare, also known as value-based care, is a payment model that rewards healthcare providers for providing ...

  • health informatics

    Health informatics is the practice of acquiring, studying and managing health data and applying medical concepts in conjunction ...

  • clinical trial

    A clinical trial, also known as a clinical research study, is a protocol to evaluate the effects and efficacy of experimental ...

SearchDisasterRecovery

  • crisis communication

    Crisis communication is a method of corresponding with people and organizations during a disruptive event to provide them with ...

  • Zerto

    Zerto is a storage software vendor that specializes in enterprise-class business continuity and disaster recovery in virtual and ...

  • crisis management plan (CMP)

    A crisis management plan (CMP) is a document that outlines the processes an organization will use to respond to a critical ...

SearchStorage

  • SSD write cycle

    An SSD write cycle is the process of programming data to a NAND flash memory chip in a solid-state storage device.

  • data storage

    Data storage is the collective methods and technologies that capture and retain digital information on electromagnetic, optical ...

  • hard disk

    A hard disk is part of a unit -- often called a disk drive, hard drive or hard disk drive -- that stores and provides relatively ...

SearchSolidStateStorage

  • hybrid hard disk drive (HDD)

    A hybrid hard disk drive is an electromechanical spinning hard disk that contains some amount of NAND Flash memory.

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