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.

  • H

    high-touch customer service

    High-touch customer service refers to the idea that some customer service issues are complex or high value and thus require human interaction to resolve, not just digital technologies -- such FAQ sections or online customer communities -- to solve.

  • Hospitality Financial and Technology Professionals (HFTP)

    The Hospitality Financial and Technology Professionals (HFTP) organization is an international society established in 1952 for financial and technology professionals who work in the hospitality industry.

  • Hospitality Information Technology Association (HITA)

    The Hospitality Information Technology Association (HITA) is an international association of hospitality educators, hardware and software vendors, information technology users, and consultants to the hospitality industry.

  • I

    implementation

    Implementation is the execution of any idea, model, or method; in IT, it refers to the process of setting up new software or hardware after a purchase is made.

  • inbound call

    An inbound call is one that a customer initiates to a call center or contact center... (Continued)

  • inbound call center

    An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls... (Continued)

  • inbound marketing

    Inbound marketing is a strategy that focuses on attracting customers, or leads, via company-created Internet content, thereby having potential customers come to the company rather than marketers vying for their attention.

  • Incremental Revenue (Value) Analysis

    Incremental Revenue (Value) Analysis is a process used to calculate the value of each agent in a call center.

  • information design

    Information design is the detailed planning of specific information that is to be provided to a particular audience to meet specific objectives.

  • integration

    Integration is the act of bringing together smaller components into a single system that functions as one.

  • intellectual capital

    Intellectual capital is knowledge that can be exploited for some money-making or other useful purpose.

  • Interactive Voice Response (IVR)

    Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.

  • issue tracking system (ITS)

    An issue tracking system (ITS) is a software application that allows an enterprise to record and follow the progress of every problem or "issue" that a computer system user identifies until the problem is resolved.

  • K

    knowledge base

    In general, a knowledge base is a centralized repository for information: a public library, a database of related information about a particular subject, and whatis.

  • knowledge worker

    A knowledge worker is anyone who works for a living at the tasks of developing or using knowledge.

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