CRM / Call Center Definitions

  • C

    click-to-callback

    Click-to-callback is a Web-based customer relationship management (CRM) technology that enables users browsing a company's Web site to leave a phone number where a company representative can call them back with more information.

  • clicks and mortar

    Clicks and mortar (sometimes seen as clicks-and-mortar) is a term describing traditional old economy companies that are taking advantage of the Internet and the new economy it has introduced.

  • clickstream analysis (clickstream analytics)

    On a Web site, clickstream analysis is the process of collecting, analyzing and reporting aggregate data about which pages a website visitor visits -- and in what order. The path the visitor takes though a website is called the clickstream.

  • coalition loyalty program

    A coalition loyalty program is a loyalty card system that offers incentives to customers of two or more businesses in return for allowing those businesses to collect user data. Such a program packages customer benefits into a single customer loyalty program.

  • collaborative browsing (co-browsing)

    Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something.

  • consumer packaged goods (CPG)

    Consumer packaged goods (CPG) is an industry term for merchandise that customers use up and replace on a frequent basis.

  • contact center

    A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed.

  • contact center as a service (CCaS)

    Contact center as a service combines the principles of contact center hosting and cloud-based contact center infrastructure. It enables companies to pay for only the infrastructure they need, and to have a provider manage assets for them.

  • contact center infrastructure

    A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.

  • contact center software

    Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents.

  • Contact Center: Glossary

    Browse through contact center vocabulary in a handy printable glossary.

  • ContextAds

    ContextAds is a targeted advertising program designed for the Linden Lab Second Life virtual community... (Continued)

  • cooked data

    Cooked data is raw data after it has been processed - that is, extracted, organized, and perhaps analyzed and presented - for further use.

  • COPPA (Children's Online Privacy Protection Act )

    The Children's Online Privacy Protection Act (COPPA) is a law passed by the U.S. Congress in 1998 to specifically protect the privacy of children under the age of 13 by requesting parental consent for the collection or use of any personal information of Web site users. The Act officially took effect in April 2000. COPPA specifies what a number of steps that Web site operators take. (...continued)

  • cost center

    Cost centers are a necessary evil in companies, departments that don't contribute to the bottom line but are essential to the everyday maintenance of business processes.

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