I - Definitions

  • I

    implementation

    Implementation is the execution of any idea, model, or method; in IT, it refers to the process of setting up new software or hardware after a purchase is made.

  • inbound call

    An inbound call is one that a customer initiates to a call center or contact center... (Continued)

  • inbound call center

    An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls... (Continued)

  • inbound marketing

    Inbound marketing is a strategy that focuses on attracting customers, or leads, via company-created Internet content, thereby having potential customers come to the company rather than marketers vying for their attention.

  • Incremental Revenue (Value) Analysis

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

  • information design

    Information design is the detailed planning of specific information that is to be provided to a particular audience to meet specific objectives.

  • integration

    Integration is the act of bringing together smaller components into a single system that functions as one.

  • intellectual capital

    Intellectual capital is knowledge that can be exploited for some money-making or other useful purpose.

  • Interactive Voice Response (IVR)

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

  • issue tracking system (ITS)

    An issue tracking system (ITS) is a software application that allows an enterprise to record and follow the progress of every problem or "issue" that a computer system user identifies until the problem is resolved.

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