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.

  • E

    e-mail postage (sender pays)

    E-mail postage (sometimes referred to as sender pays) is a proposed system that would involve charging senders a very small amount of money (sometimes called a micropayment) for the delivery of each e-mail message sent.

  • e-support

    Part of the growing trend toward online customer relationship management (CRM), e-support is the electronic (usually Web-based) version of customer service that would otherwise have required either a visit to a company or a telephone call.

  • EggFusion (egg-vertising)

    EggFusion is a company that places advertisements, freshness expiration dates or other data on eggs sold in retail stores... (Continued)

  • emotions analytics (EA)

    Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.

  • Erlang B

    Erlang B is a modeling formula that is widely used in call center scheduling... (Continued)

  • Erlang C

    Erlang C is a traffic modeling formula used in call center scheduling to calculate delays or predict waiting times for callers... (Continued)

  • escalation plan

    An escalation plan is a set of procedures set in place to deal with potential problems in a variety of contexts... (Continued)

  • F

    fast clear down

    A fast clear down is a call center term for a caller who hangs up upon hearing a delay notice.

  • first call resolution (FCR)

    In customer relationship management (CRM), first call resolution is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.

  • Floating Ad

    A floating ad is a type of rich media Web advertisement that appears uninitiated, superimposed over a user-requested page, and disappears or becomes unobtrusive after a specific time period (typically 5-30 seconds).

  • G

    geotargeting

    Geotargeting is the practice of customizing an advertisement for a product or service to a specific market based on the geographic location of potential buyers. Every country, province, state, county or city in the world can constitute a niche market for certain products or services at certain times.... (Continued)

  • Google bomb

    A Google bomb is an attempt to bias a search result on Google by increasing a Web page's PageRank. ...(Continued)

  • greenwashing

    Greenwashing is the practice of making an unsubstantiated or misleading claim about the environmental benefits of a product, service, technology or company practice. (Continued...)

  • H

    Hancock

    Hancock is a C-based programming language developed by AT&T specifically for data mining telephone and Internet records... (continued)

  • help desk

    In a business enterprise, a help desk is a place that a user of information technology can call to get help with a problem.

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