CRM / Call Center Topics:
On-demand call center
What are the challenges of an on-demand call center? When should a business host their contact center? Find out in this topic section, which includes news and case studies on call center hosting and tips on hosted contact center technology and software application vendors and service providers. Learn how to manage Voice over Internet Protocol (VoIP) technology and phones in an IP call center, how to evaluate Software as a Service (SaaS) or on-demand customer service software, how to manage remote or at-home call center agents and how to use an interactive voice response (IVR) system. This section also covers hosted call center security and costs, online customer service, operating automatic call distributors (ACDs) and hybrid software deployments.
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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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inbound call center
23 Jul 2007
Word - 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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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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