CRM / Call Center Definitions

  • D

    decision tree software

    In data mining, decision tree software describes a combination of mathematical and computing techniques that enable a given set of data to be accurately described, categorized and analyzed to derive conclusions...(Continued)

  • digital marketing

    Digital marketing involves the various efforts by a company to connect with customers through digital and online communication channels, including email, geolocation and mobile marketing, social media, online customer communities, webinars and other video-based content.

  • Digital Signage (dynamic signage)

    Digital signage, also called dynamic signage, is a specialized form of slivercasting in which video or multimedia content is displayed in public places for informational or advertising purposes... (Continued)

  • Digital Silhouettes

    Digital Silhouettes is the trademarked name that Predictive Networks has given to user profiles that are established through gathered click stream data and artificial intelligence (AI) processes.

  • direct email marketing

    Direct email marketing is a format for email-based campaigns in which standalone advertisements are sent to a targeted list of recipients.

  • direct marketing

    Direct marketing is a type of advertising campaign that seeks to elicit an action (such as an order, a visit to a store or website or a request for further information) from a selected group of consumers in response to communication from a marketer.

  • dirty data

    In a data warehouse, dirty data is a database record that contains errors.

  • do not call list

    The "do not call" list is a registry of phone numbers in the United States that telemarketers are prohibited from calling in most circumstances.

  • E

    e-mail postage (sender pays)

    E-mail postage (sometimes referred to as sender pays) is a proposed system that would involve charging senders a very small amount of money (sometimes called a micropayment) for the delivery of each e-mail message sent.

  • e-support

    Part of the growing trend toward online customer relationship management (CRM), e-support is the electronic (usually Web-based) version of customer service that would otherwise have required either a visit to a company or a telephone call.

  • EggFusion (egg-vertising)

    EggFusion is a company that places advertisements, freshness expiration dates or other data on eggs sold in retail stores... (Continued)

  • emotions analytics (EA)

    Emotions analytics (EA) is the analysis of a person's verbal and non-verbal communication in order to understand the person's mood or attitude.

  • entity relationship diagram

    An entity-relationship diagram (ERD) is a type of data modeling that shows a graphical representation of objects or concepts within an information system or organization and their relationship to one another.

  • Erlang B

    Erlang B is a modeling formula that is widely used in call center scheduling... (Continued)

  • Erlang C

    Erlang C is a traffic modeling formula used in call center scheduling to calculate delays or predict waiting times for callers... (Continued)

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