CRM / Call Center Topics:
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.
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Workforce optimization (WFO) software
20 Jul 2009
Word - 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.
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off-peak
23 Jul 2007
Word - Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period... (Continued)
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outbound call
23 Jul 2007
Word - An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued)
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outbound call center
23 Jul 2007
Word - An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client... (Continued)
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Erlang C
23 Jul 2007
Word - 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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inbound call
23 Jul 2007
Word - An inbound call is one that a customer initiates to a call center or contact center... (Continued)
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call center agent
20 Jul 2007
Word - A call center agent is the person who handles incoming or outgoing customer calls for a business.
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Erlang B
20 Jul 2007
Word - Erlang B is a modeling formula that is widely used in call center scheduling... (Continued)
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abandoned call
20 Jul 2007
Word - An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs... (Continued)
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skill-based routing
07 Jun 2007
Word - 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.