C - Definitions

  • C

    clawback

    A clawback is a contractual provision under which money that’s already been paid out must be returned to an employer or another type of organization under certain conditions.

  • 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 or clicks and bricks, is a type of omnichannel business model that takes advantage of both online and offline operations.

  • 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.

  • closed loop reporting

    Closed loop reporting (CLR) is a system in which data and information collected by marketing and sales professionals is made available to both teams.

  • 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 contacting a potential customer or client who has not expressed previous interest in speaking with a customer service representative or making a purchase.

  • 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.

  • collaborative CRM

    Collaborative CRM is an approach to customer relationship management (CRM) in which the various departments of a company, such as sales, technical support, and marketing, share any information they collect from interactions with customers.

  • 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.

  • ContextAds

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

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