CRM / Call Center Definitions

  • E

    escalation plan

    An escalation plan is a set of procedures set in place to deal with potential problems in a variety of contexts... (Continued)

  • F

    fast clear down

    A fast clear down is a call center term for a caller who hangs up upon hearing a delay notice.

  • first call resolution (FCR)

    In customer relationship management (CRM), first call resolution is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.

  • Floating Ad

    A floating ad is a type of rich media Web advertisement that appears uninitiated, superimposed over a user-requested page, and disappears or becomes unobtrusive after a specific time period (typically 5-30 seconds).

  • G

    geotargeting

    Geotargeting is the practice of customizing an advertisement for a product or service to a specific market based on the geographic location of potential buyers. Every country, province, state, county or city in the world can constitute a niche market for certain products or services at certain times.... (Continued)

  • Google bomb

    A Google bomb is an attempt to bias a search result on Google by increasing a Web page's PageRank. ...(Continued)

  • greenwashing

    Greenwashing is the practice of making an unsubstantiated or misleading claim about the environmental benefits of a product, service, technology or company practice. (Continued...)

  • H

    Hancock

    Hancock is a C-based programming language developed by AT&T specifically for data mining telephone and Internet records... (continued)

  • help desk

    In a business enterprise, a help desk is a place that a user of information technology can call to get help with a problem.

  • high-touch customer service

    High-touch customer service refers to the idea that some customer service issues are complex or high value and thus require human interaction to resolve, not just digital technologies -- such FAQ sections or online customer communities -- to solve.

  • Hospitality Financial and Technology Professionals (HFTP)

    The Hospitality Financial and Technology Professionals (HFTP) organization is an international society established in 1952 for financial and technology professionals who work in the hospitality industry.

  • Hospitality Information Technology Association (HITA)

    The Hospitality Information Technology Association (HITA) is an international association of hospitality educators, hardware and software vendors, information technology users, and consultants to the hospitality industry.

  • I

    implementation

    Implementation is the execution of any idea, model, or method; in IT, it refers to the process of setting up new software or hardware after a purchase is made.

  • inbound call

    An inbound call is one that a customer initiates to a call center or contact center... (Continued)

  • inbound call center

    An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls... (Continued)

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