O - Definitions

  • O

    obliquity

    In systems engineering, obliquity is a theory that proposes the best way to achieve a goal when you are working with a complex system is to take an indirect approach instead of a direct one.

  • occupancy

    Occupancy is the percentage of time that call agents actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.

  • off-peak

    Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period... (Continued)

  • one-to-one-marketing (1:1 marketing)

    One-to-one marketing (sometimes expressed as 1:1 marketing) is a customer relationship management (CRM) strategy emphasizing personalized interactions with customers.

  • Opt-In Email

    Opt-in email is a Web marketing term for email that recipients have previously requested by signing up at a Web site or special ad banner.

  • Oracle Commerce Platform

    Oracle Commerce Platform is omnichannel technology that integrates customer data into a 360-degree customer view. Find out more in this definition.

  • Oracle Customer Experience Cloud (Oracle CX Cloud)

    The Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for CRM and sales, marketing, customer service, e-commerce and other tools.

  • outbound call

    An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued)

  • outbound call center

    An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client... (Continued)

  • outbound marketing

    Outbound marketing is a traditional form of marketing and in which a company initiates contact with potential customers, or leads.

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