C - Definitions

  • C

    Call Center

    A call center is a centralized department to which phone calls from current and potential customers are directed.

  • call center agent (call center representative)

    A call center agent is a person who handles incoming or outgoing customer calls for a business.

  • call center schedule adherence

    Call center schedule adherence is a common metric used in the call center to determine whether or not call center agents are working the amount of time they are scheduled to work.

  • call center shrinkage

    Call center shrinkage is a measure of how much time is lost in the call center because agents are unavailable to receive calls.

  • call logging

    Call logging (also known as call recording or call monitoring) is the practice of listening to, recording and assessing interactions between agents and callers.

  • callback messaging

    Callback messaging, in a call center context, is a service that allows callers to leave a message (usually personal contact information, either spoken or through the number pad) so that an agent can call them back and they retain their place in the queue.

  • Camram (Campaign for Real Mail)

    Camram -- the name derives from "Campaign for Real Mail" -- is a method for controlling spam that requires spammers to spend resources for each piece of mail sent.

  • cannibalization

    In marketing, cannibalization is the decreased demand for an existing product that occurs when its vendor releases a new and similar product.

  • chat channels

    Chat channels are technologies enabling companies to engage with customers in live conversations.

  • chatbot

    A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.

  • Chatter (Salesforce Chatter)

    Chatter is an enterprise collaboration platform from Salesforce, a cloud-based customer relationship management (CRM) vendor.

  • chief customer officer (CCO)

    A chief customer officer, or customer experience officer, is generally responsible for customer research, communicating with company employees and taking charge of customer experience metrics. The position typically reports one level below the chief executive officer (CEO) and answers to the head of marketing or a business unit that reports directly to the CEO.

  • chief experience officer (CXO)

    A chief experience officer (CXO) is an executive who ensures positive interactions with an organization's external customers. The job title "chief experience officer" is increasingly replacing that of Chief Customer Officer in retail and entertainment industries and Chief Activity Officer in healthcare and travel.

  • 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.

  • citizen development

    Citizen development is a low code approach to software development that allows people to create software programs without needing to know anything about programming languages or how to write code.

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