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

    conversational commerce (voice commerce)

    Conversational commerce is the process of interacting with a brand or buying a product or service through non-traditional channels, such as voice assistants, SMS text and online and social media chat.

  • conversational user interface

    A conversational user interface is the ability of artificial intelligence-supported chatbots to have verbal and written interactions with human users.

  • cooked data

    Cooked data is raw data after it has been processed - that is, extracted, organized, and perhaps analyzed and presented - for further use.

  • COPPA (Children's Online Privacy Protection Act )

    The Children's Online Privacy Protection Act (COPPA) is a law passed by the U.S. Congress in 1998 to specifically protect the privacy of children under the age of 13 by requesting parental consent for the collection or use of any personal information of Web site users. The Act officially took effect in April 2000. COPPA specifies what a number of steps that Web site operators take. (...continued)

  • cost center

    Cost centers are a necessary evil in companies, departments that don't contribute to the bottom line but are essential to the everyday maintenance of business processes.

  • Cost Per Call

    In a call center, cost per call is a numerical metric calculated by dividing the total operational costs by the total number of calls for a given period of time... (Continued)

  • CRM (customer relationship management)

    Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and driving sales growth.

  • CRM analytics

    CRM (customer relationship management) analytics comprises all programming that analyzes data about customers and presents it to help facilitate and streamline better business decisions.

  • cross-media queuing

    In a call center, cross-media queuing describes the process of receiving and routing all incoming queries in the same way, whether the query comes in the form of a phone call, e-mail message, instant message, Web site submission, fax or interactive voice response (IVR) message.

  • cross-sell

    Cross-sell is a marketing term for the practice of suggesting related products or services to a customer who is considering buying something.

  • crowdcasting

    Crowdcasting is a problem-solving and idea-generating tactic in which a corporation disseminates details of a specific problem or situation to a carefully chosen group of people for possible solutions. The process is often conducted as a contest. The results may be used to resolve difficult or complex development and marketing issues... (Continued)

  • customer account record

    A customer account record is the basic unit of information about a customer that resides in a CRM, or customer relationship management system.

  • customer acquisition cost

    Customer acquisition cost is the cost associated with convincing a consumer to buy your product or service, including research, marketing, and advertising costs.

  • customer effort score (CES)

    Customer effort score (CES) is a system for evaluating how much effort is required on the part of a customer to achieve satisfaction in their experience with a company.

  • customer engagement

    Customer engagement is the means by which a company creates a relationship with its customer base to foster brand loyalty and awareness

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