Customer Relationship Management Industry Glossary

A   B   C   D   E   F   H   I   K   L   M   N   O   P   R   S   T   U   V   W

A
• abandoned call
• account
• account owner
• ACD
• ACW
• after call work time (ACW)
• Agent
• AHT
• ASA
• ATT
• automatic call distributor (ACD)
• automatic callback
• average handle time (AHT)
• average hold time
• average speed of answer (ASA)
• average talk time (ATT)
B
• B2B (business-to-business)
• B2B2C (business-to-business-to-consumer)
• B2C (business-to-consumer)
• back office
• blended Agent
• blended contact center
• business unit
• business-to-business
• business-to-business-to-consumer
• business-to-consumer
C
• calculated cost per call
• calculated cost per call minute
• call center
• call center shrinkage
• call logging
• call monitoring
• call quality monitoring
• call recording
• Call routing
• callback messaging
• calls resolved on first call
• campaign
• Campaign Management
• channel
• Chief Customer Officer
• CLV
• co-browsing
• collaborative browsing
• communications service provider (CSP)
• computer telephony integration (CTI)
• contact
• contact center (call center)
• CRM
• cross-media queuing
• cross-sell
• CSP
• CSR
• CSR Manager
• CTI
• customer access channel (channel)
• Customer Experience Officer
• customer lifetime value (CLV)
• customer prospect
• Customer Relationship Management (CRM)
• customer retention
• customer satisfaction
• Customer Service Representative (CSR)
• Customer Support Representative
• customer-centric
D
• detractor
• Dialed Number Identification Service (DNIS)
• dialog
• DNIS
E
• end user
F
• fast clear down
• FCR
• first call resolution (FCR)
• first contact resolution
• first time final
• front office
H
• handle time
• help desk
• hold time
I
• idle time
• inbound call
• incremental value analysis
• intelligent virtual Agent
• interaction
• interactive voice response (IVR)
• IVR
K
• key performance indicator (KPI)
• Knowledge Management
• KPI
L
• LDQ
• live interaction
• longest delay in queue (LDQ)
M
• moment of truth (MOT)
• MOT
• multi-channel center
N
• Net Promoter Score (NPS)
• Network Operations Control Center
• NOCC (Network Operations Control Center)
• non-live interaction
• notification
• NPS
O
• occupancy
• opportunity
• outbound call
P
• passive
• PBX (Private Branch Exchange)
• predictive dialer
• Private Branch Exchange
• promoter
R
• remediate
• restitution
• retention
• reward
S
• sales force automation
• SBR
• screen pop
• script
• Short Message Service (SMS)
• skill-based routing (SBR)
• SMS (Short Message Service)
• speech recognition
• STP
• straight-through processing (STP)
• Supervisor
T
• talk time
• throughput
• touch points
U
• upsell
V
• virtual Agent
• virtual representative
• voice recognition
• V-rep
W
• web chat
• web chat session
• web self-service
• WFM
• WFO
• white mail
• Workforce Management (WFM)
• workforce optimization (WFO)
• wrap time
• wrap-up time