For more information about the site, see the Site Index

• longest delay in queue (LDQ)
• automatic callback
• click-to-callback
• ANI (Automatic Number Identification)
• customer service chat (CSC)
• Contact Center: Glossary
• customer service and support (CSS)
• voice logger
• cost center
• escalation plan
• fast clear down
• collaborative browsing (co-browsing)
• e-support
• level of support (support level)
• talking translator
• issue tracking system (ITS)
• trouble ticket (trouble report)
• Digital Silhouettes
• customer segmentation
• business metric
• geotargeting
• service assurance (SA)
• crowdcasting
• Streamlined Sales Tax (SST)
• CRM (customer relationship management)
• Google bomb
• database of record (DBOR)
• astroturfing (astroturf marketing)
• call logging
• key performance indicator (KPI)
• Incremental Revenue (Value) Analysis
• Digital Signage (dynamic signage)
• Cost Per Call
• callback messaging
• blended agent
• average handle time (AHT)
• masthead
• EggFusion (egg-vertising)
• cross-media queuing
• occupancy
• Opt-In Email
• dirty data
• self-scanning checkout (self-checkout)
• Web mining
• PMML (Predictive Model Markup Language)
• cooked data
• first call resolution (FCR)
• Siebel
• Hospitality Financial and Technology Professionals (HFTP)
• e-mail postage (sender pays)
• Web analytics
• consumer packaged goods (CPG)
• customer-facing
• knowledge worker
• information design
• Automatic Call Distributor (ACD)
• Quiz: Artificial Intelligence
• Quiz: Customers and Call Centers
• help desk