CRM / Call Center Definitions

  • I

    inbound marketing

    Inbound marketing is a strategy that focuses on attracting customers, or leads, via company-created Internet content, thereby having potential customers come to the company rather than marketers vying for their attention.

  • Incremental Revenue (Value) Analysis

    Incremental Revenue (Value) Analysis is a process used to calculate the value of each agent in a call center.

  • information design

    Information design is the detailed planning of specific information that is to be provided to a particular audience to meet specific objectives.

  • integration

    Integration is the act of bringing together smaller components into a single system that functions as one.

  • intellectual capital

    Intellectual capital is knowledge that can be exploited for some money-making or other useful purpose.

  • Interactive Voice Response (IVR)

    Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient.

  • issue tracking system (ITS)

    An issue tracking system (ITS) is a software application that allows an enterprise to record and follow the progress of every problem or "issue" that a computer system user identifies until the problem is resolved.

  • K

    knowledge base

    In general, a knowledge base is a centralized repository for information: a public library, a database of related information about a particular subject, and whatis.

  • knowledge worker

    A knowledge worker is anyone who works for a living at the tasks of developing or using knowledge.

  • L

    law of diminishing returns

    The law of diminishing returns is an economic principle that states that as investment in a single goal increases, while all other variables remain constant, the return on investment will eventually decline.

  • leaderboard

    A leaderboard is a popular type of banner advertisement.

  • Learn IT: How Spam Affects Email Marketing Campaigns

    1. What's the difference between spam and legitimate email marketing? Spam is unsolicited bulk email (UBE).

  • level of support (support level)

    Level of support indicates a specific extent of technical assistance in the total range of assistance that is provided by an information technology product (such as a software product) to its customers.

  • lifestyle center

    A lifestyle center is a shopping center, or mixed-use commercial development that combines retail with other services, such as medical services, home rental units, movie theaters and other leisure or other activities.

  • longest delay in queue (LDQ)

    Longest delay in queue (LDQ) is the longest time period that a customer in a queue waits before either connecting with an agent or hanging up.

-ADS BY GOOGLE

SearchBusinessAnalytics

SearchDataManagement

SearchSAP

SearchOracle

SearchAWS

SearchContentManagement

SearchSalesforce

Close