Call center software solutions information – SearchCRM.com

Call center software

  • Speech analytics software: Top 10 headlines

    Speech analytics is still an emerging technology for the call center, but experts predict significant growth for the speech analytics market in the years to come. We've gathered the top headlines on speech analytics to help you decide if the technolo...  Special Report

  • Knowledge management in the call center: Top 10 buzzwords

    Knowledge management is a complex concept that has a wide variety of terms and definitions associated with it. We've compiled this list of knowledge management buzzwords specifically for the call center.  Top Buzzwords

  • Self-service technology: Top five buzzwords

    Self-service is a version of electronic support that allows customers to access information and perform routine tasks over the Internet. More and more frequently, businesses are implementing self-service applications to improve their customer service...  Top Buzzwords

  • Call center interactive voice response (IVR) system quiz answers

    Find out how you did on SearchCRM.com's call center IVR system quiz with these answers.  Quiz Answers

  • Call center real-time analysis

    In her newest book, Fluss explains how a proactive, real-time contact center can give a company the leading edge over its competitors by increasing loyalty, reducing expenses and improving customer service, resulting ultimately in greater revenue.  Chapter Download

  • Call center performance management: Top five buzzwords

    Find out more about the top five buzzwords in call center performance management. Learn about service level agreements (SLAs), key performance indicators (KPIs), call center metrics and real-time analytics.  Top 10 tips

  • Employee self service quiz answers

    Employee self service (ESS) is an up-and-coming technology that can help employees perform routine tasks and assist customers more quickly. Find the answers to SearchCRM.com's employee self service quiz here.  Quiz Answer

  • Hosted call center quiz answers

    Looking for a cheat sheet to SearchCRM.com's Hosted call center quiz? Read answers and get detailed information on all related CRM topics including hosted CRM vendors and selecting and managing software as a service (SaaS) technology.  Quiz

  • Ask the Expert: Managing call center technology

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  • See More: Essential Knowledge on Call center software

  • Workforce management (WFM) software

    Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are pa...  Definition

  • Workforce optimization (WFO) software

    Workforce optimization (WFO) software is a program suite that combines recording, quality management (QM) and other call center technologies into one console with the purpose of optimizing call center performance.  Word

  • abandoned call

    An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs... (Continued)  Word

  • skill-based routing (SBR)

    Skill-based routing (SBR) is a component of automatic call distributor (ACD) systems that filters and directs incoming inquiries to call center agents with the most applicable skill sets.  Word

  • cross-media queuing

    In a call center, cross-media queuing describes the process of receiving and routing all incoming queries in the same way, whether the query comes in the form of a phone call, e-mail message, instant message, Web site submission, fax or interactive v...  Word

  • voice recognition (speech recognition)

    Voice or speech recognition is the ability of a machine or program to receive and interpret dictation, or to understand and carry out spoken commands.  Word

  • callback messaging

    Callback messaging, in a call center context, is a service that allows callers to leave a message (usually personal contact information, either spoken or through the number pad) so that an agent can call them back and they retain their place in the q...  Word

  • 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.  Word

  • call logging

    Call logging (also known as call recording or call monitoring) is the practice of listening to, recording and assessing interactions between agents and callers.  Word

  • do not call list

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  • See More: Definitions on Call center software
About Call center software

Find call center software resources in this topic section, including information on evaluating vendors and best practices for using call center technology. Read definitions for various call center software options and learn about specific technology like workforce optimization (WFO) including workforce management (WFM), performance management (PM) for the call center and quality monitoring or quality management (QM). Research interactive voice response (IVR), Voice over Internet Protocol (VoIP) call center tools, self-service technology, speech analytics and speech recognition technology. Learn about technology for remote call center agents and call recording tools for tracking agent performance. Discover how forward-thinking call centers are using customer survey or feedback tools and how some are incorporating Web 2.0 tools. Find best practices for using call center technology to design a call center quality assurance (QA) program and how to measure call center performance. Research the top call center software companies and find call center software news, expert advice and learning tools to help maximize the efficiency of your call center tools.