CRM / Call Center Definitions

  • B

    buyer personas (customer personas)

    A buyer persona is a composite representation of the attributes and demographics of a segment of a company's target customers. Attributes are based on market research and data on an existing customer base.

  • buying signals

    Buying signals are behavioral cues that indicate the intentions of prospective or existing customers in terms of their readiness to buy.

  • buzz marketing

    Buzz marketing, also known as viral marketing or word-of-mouth marketing, aims to foster consumer conversations about products and services and spread a company's message via social media.

  • C

    call center

    A call center is a centralized department to which phone calls from current and potential customers are directed.

  • call center agent

    A call center agent is the person who handles incoming or outgoing customer calls for a business.

  • call center schedule adherence

    Call center schedule adherence is a common metric used in the call center to determine whether or not call center agents are working the amount of time they are scheduled to work.

  • call center shrinkage

    Call center shrinkage is a measure of how much time is lost in the call center because agents are unavailable to receive calls.

  • call logging

    Call logging (also known as call recording or call monitoring) is the practice of listening to, recording and assessing interactions between agents and callers.

  • callback messaging

    Callback messaging, in a call center context, is a service that allows callers to leave a message (usually personal contact information, either spoken or through the number pad) so that an agent can call them back and they retain their place in the queue.

  • Camram (Campaign for Real Mail)

    Camram -- the name derives from "Campaign for Real Mail" -- is a method for controlling spam that requires spammers to spend resources for each piece of mail sent.

  • Can Spam Act of 2003

    The Can Spam Act of 2003 is a commonly used name for the United States Federal law more formally known as S. 877 or the "Controlling the Assault of Non-Solicited Pornography and Marketing Act of 2003." The law took effect on January 1, 2004. The Can Spam Act allows courts to set damages of up to $2 million when spammers break the law.

  • cannibalization

    In marketing, cannibalization is the decreased demand for an existing product that occurs when its vendor releases a new and similar product.

  • chief customer officer (CCO)

    A chief customer officer, or customer experience officer, is generally responsible for customer research, communicating with company employees and taking charge of customer experience metrics. The position typically reports one level below the chief executive officer (CEO) and answers to the head of marketing or a business unit that reports directly to the CEO.

  • churn rate

    Churn rate is a measure of the number of customers or employees who leave a company during a given period. It can also refer to the amount of revenue lost as a result of the departures.

  • click fraud (pay-per-click fraud)

    Click fraud (sometimes called pay-per-click fraud) is the practice of artificially inflating traffic statistics for online advertisements.

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