CRM / Call Center Definitions

This glossary explains the meaning of key words and phrases that information technology (IT) and business professionals use when discussing CRM and related software products. You can find additional definitions by visiting WhatIs.com or using the search box below.

  • S

    silent attrition

    Silent attrition is a situation in which customers stop patronizing a business without any communication.

  • silent monitoring

    Silent monitoring refers to the practice of call center managers or senior agents listening to the interaction between an incoming caller and an agent. Silent monitoring is generally used in training and to ensure that customer service and productivity goals are being met.

  • 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.

  • skyscraper

    A skyscraper ad is a tall and narrow banner advertisement usually placed to the right of content on a Web page.

  • social CRM

    Social CRM, or social relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites, such as Twitter and Facebook.

  • social media influence

    Social media influence is an individual’s ability to affect others’ thinking in a social online community.

  • social media listening

    Social media listening, also known as social media monitoring, is the process of identifying and assessing what is being said about a company, individual, product or brand.

  • Spam: Glossary

    This is a glossary of terms associated with spam and the technologies that drive its transmission.

  • speech analytics

    Speech analytics is the process of analyzing voice recordings or live customer calls to contact centers with speech recognition software to find useful information and provide quality assurance.

  • speech recognition

    Speech recognition, the ability for a machine to convert spoken language to text, is often used for voice dialing, call routing and voice search.

  • straw man

    In general, a straw man is an object, document, person, or argument that temporarily stands in for and is intended to be "knocked down" by something more substantial.

  • Streamlined Sales Tax (SST)

    The Streamlined Sales Tax (SST) program is a cooperative arrangement among states in the United States for the collection and payment of retail sales taxes when the seller and the purchaser are located in different taxing jurisdictions... (Continued)

  • T

    talk time

    In customer relationship management (CRM), talk time is the amount of time a call center agent spends with a caller during a transaction.

  • talking translator

    A talking translator is a program that translates words and phrases from one language to another language and delivers the translation to the user as audio information.

  • technology buying team

    Driven by demand for ease of use and shorter buying cycles, the technology buying team is a committee created for whose members are responsible for making software and hardware buying decisions.

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