CRM / Call Center Definitions

  • O

    occupancy

    Occupancy is the percentage of time that call agents actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.

  • off-peak

    Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period... (Continued)

  • one-to-one-marketing (1:1 marketing)

    One-to-one marketing (sometimes expressed as 1:1 marketing) is a customer relationship management (CRM) strategy emphasizing personalized interactions with customers.

  • Opt-In Email

    Opt-in email is a Web marketing term for email that recipients have previously requested by signing up at a Web site or special ad banner.

  • Oracle Commerce Platform

    Oracle Commerce Platform is omnichannel technology that integrates customer data into a 360-degree customer view. Find out more in this definition.

  • Oracle Customer Experience Cloud (Oracle CX Cloud)

    The Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for CRM and sales, marketing, customer service, e-commerce and other tools.

  • outbound call

    An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued)

  • outbound call center

    An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client... (Continued)

  • outbound marketing

    Outbound marketing is a traditional form of marketing and in which a company initiates contact with potential customers, or leads.

  • P

    Permission Marketing

    Permission marketing is an approach to selling goods and services in which a prospect explicitly agrees in advance to receive marketing information.

  • PMML (Predictive Model Markup Language)

    PMML (Predictive Model Markup Language) is an XML-based language that enables the definition and sharing of predictive models between applications.

  • programmatic marketing

    Programmatic marketing is best defined in two parts. In this case, 'programmatic' refers to a non-human decision-making process that can be initiated in real time.

  • project planning

    Project planning is a discipline for stating how to complete a project within a certain timeframe, usually with defined stages, and with designated resources.

  • Q

    Quality of Experience (QoE or QoX)

    Quality of Experience (QoE or QoX) is a measure of the overall level of customer satisfaction with a vendor. QoE is related to but differs from Quality of Service(QoS), which embodies the notion that hardware and software characteristics can be measured, improved and perhaps guaranteed... (Continued)

  • R

    readerboard

    A readerboard is a visual display board that conveys information about a wide variety of subjects, including advertising for products or services, travel, news or event information.

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