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.

  • C

    churn rate

    Churn rate is a measure of the number of customers or employees who leave a company during a given period. It can also refer to the amount of revenue lost as a result of the departures.

  • click fraud (pay-per-click fraud)

    Click fraud (sometimes called pay-per-click fraud) is the practice of artificially inflating traffic statistics for online advertisements.

  • 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.

  • clicks and mortar

    Clicks and mortar (sometimes seen as clicks-and-mortar) is a term describing traditional old economy companies that are taking advantage of the Internet and the new economy it has introduced.

  • clickstream analysis (clickstream analytics)

    On a Web site, clickstream analysis is the process of collecting, analyzing and reporting aggregate data about which pages a website visitor visits -- and in what order. The path the visitor takes though a website is called the clickstream.

  • coalition loyalty program

    A coalition loyalty program is a loyalty card system that offers incentives to customers of two or more businesses in return for allowing those businesses to collect user data. Such a program packages customer benefits into a single customer loyalty program.

  • cold calling

    Cold calling is the business practice of reaching out to a potential customer or client who has not opted into a contact list with the desire to secure support or make a sale.

  • collaborative browsing (co-browsing)

    Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something.

  • consumer packaged goods (CPG)

    Consumer packaged goods (CPG) is an industry term for merchandise that customers use up and replace on a frequent basis.

  • contact center

    A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer contacts are managed.

  • contact center as a service (CCaS)

    Contact center as a service combines the principles of contact center hosting and cloud-based contact center infrastructure. It enables companies to pay for only the infrastructure they need, and to have a provider manage assets for them.

  • contact center infrastructure

    A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.

  • contact center software

    Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents.

  • Contact Center: Glossary

    Browse through contact center vocabulary in a handy printable glossary.

  • ContextAds

    ContextAds is a targeted advertising program designed for the Linden Lab Second Life virtual community... (Continued)

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