CRM / Call Center Definitions

  • A

    abandoned call

    An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs... (Continued)

  • account-based marketing (ABM)

    Account-based marketing (ABM) is a business-to-business (B2B) strategy that focuses sales and marketing resources on targeted accounts within a specific market.

  • advertorial

    An advertorial is a digital or print article that appears neutral but is sponsored content to promote a product or service.

  • agile marketing

    Agile marketing is an iterative approach to marketing strategies that models methodologies used in agile software development. With agile marketing, teams identify and focus their collective efforts on high value projects, complete those projects cooperatively, measure their impact, and then continuously and incrementally improve results over time.

  • Amazon Go

    Amazon Go is an e-commerce mobile application that enables consumers to purchase items in physical stores without waiting in lines or checking out with registers.

  • ANI (Automatic Number Identification)

    ANI (Automatic Number Identification) is a service that provides the receiver of a telephone call with the number of the calling phone.

  • astroturfing (astroturf marketing)

    Astroturfing is the artificial creation of a grassroots buzz for a product, service or political viewpoint. ... (Continued)

  • Automatic Call Distributor (ACD)

    An Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions.

  • automatic callback

    Automatic callback is a telephone system feature that permits a caller who gets a busy signal to instruct the system to establish the connection when the line becomes available... (Continued)

  • average handle time (AHT)

    Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction.

  • B

    bid for placement

    Bid for placement is a paid inclusion search engine marketing model in which advertisers select keywords and bid per click for first link placement in search results using those terms.

  • big data CRM (big data customer relationship management)

    Big data CRM (big data customer relationship management) refers to the practice of integrating big data into a company's CRM processes with the goals of improving customer service, calculating return on investment on various initiatives and predicting clientele behavior.

  • blended agent

    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.

  • brand ambassador

    A brand ambassador is a champion of a company's products and services, though this person often isn't a company employee.

  • business metric

    All organizations use business metrics in order to monitor, track and quantify the state of their internal and external processes.

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