CRM / Call Center Definitions

  • S

    skill-based routing (SBR)

    Skill-based routing (SBR) is a component of automatic call distributor (ACD) systems that filters and directs incoming inquiries to call center agents with the most applicable skill sets.

  • skyscraper

    A skyscraper ad is a tall and narrow banner advertisement usually placed to the right of content on a Web page.

  • social media influence

    Social media influence is an individual’s ability to affect others’ thinking in a social online community.

  • social media listening

    Social media listening, also known as social media monitoring, is the process of identifying and assessing what is being said about a company, individual, product or brand.

  • speech recognition

    Speech recognition, the ability for a machine to convert spoken language to text, is often used for voice dialing, call routing and voice search.

  • straw man

    In general, a straw man is an object, document, person, or argument that temporarily stands in for and is intended to be "knocked down" by something more substantial.

  • Streamlined Sales Tax (SST)

    The Streamlined Sales Tax (SST) program is a cooperative arrangement among states in the United States for the collection and payment of retail sales taxes when the seller and the purchaser are located in different taxing jurisdictions... (Continued)

  • T

    talk time

    In customer relationship management (CRM), talk time is the amount of time a call center agent spends with a caller during a transaction.

  • talking translator

    A talking translator is a program that translates words and phrases from one language to another language and delivers the translation to the user as audio information.

  • technology buying team

    Driven by demand for ease of use and shorter buying cycles, the technology buying team is a committee created for whose members are responsible for making software and hardware buying decisions.

  • Texting, Twitter, chat and IM abbreviations and acronyms

    Texting, Twitter, chat and IM abbreviations and acronyms are popular shorthand communications used on the Internet and mobile devices.

  • transactional marketing

    Transactional marketing is a business strategy that focuses on single, "point of sale" transactions. The emphasis is on maximizing the efficiency and volume of individual sales rather than developing a relationship with the buyer. (Continued)

  • trouble ticket (trouble report)

    A trouble ticket (sometimes called a trouble report) is a mechanism used in an organization to track the detection, reporting and resolution of some type of problem.

  • U

    up-sell

    Up-sell is a marketing term for the practice of suggesting higher priced products or services to a customer who is considering a purchase.

  • V

    video e-mail

    Video e-mail is an e-mail message with a video file either inserted in the body of the message or accessible through a hypertext link.

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