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• Email marketing quiz

  Test yourself on email marketing practices and terms with this quiz from SearchCRM.com. See how much you know about spam, opt-in email, UBE, targeted marketing with email, and much more. Continue Reading

• occupancy

  Occupancy is the percentage of time that call agents actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours. Continue Reading

• 9. Addressing customer need on the first try

  Learn the response to the ninth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms. Continue Reading

• 6. Voice-activated commands that save call center costs

  Learn the response to the sixth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms. Continue Reading

• 8. Electronic customer support without representative interaction

  Learn the response to the eighth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms. Continue Reading

• Definitions to Get Started

  • contactless payment
  • Oracle Customer Experience Cloud (Oracle CX Cloud)
  • database marketing
  • omnichannel

  • CRM (customer relationship management)
  • speech recognition
  • contact center as a service (CCaS)
  • content personalization

  View All Definitions

• 4. Scoring process for profitability measurement

  Learn the response to the fourth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.Continue Reading

• 5. Software-enabled computer interaction technique

  Learn the response to the fifth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.Continue Reading

• 1. The line of callers waiting in a call center

  Learn the response to the first question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.Continue Reading

• 2. The industry term for customer management

  Learn the response to the second question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.Continue Reading

• 3. An enterprise's central customer interaction point

  Learn the response to the third question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.Continue Reading

• 10. Customer product or service loyalty progression

  Learn the response to the tenth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.Continue Reading

• 7. Geographically dispersed call centers

  Learn the response to the seventh question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.Continue Reading

• Customer service and call center quiz

  This quiz on customer service and call centers will test your general knowledge about common industry terms and practices.Continue Reading

• Customer service and call center quiz answers

  Looking for help with SearchCRM.com's quiz on customer service and call centers? Read answers and get detailed information on all related customer service and call center topics.Continue Reading

• Opt-In Email

  Opt-in email is a Web marketing term for email that recipients have previously requested by signing up at a Web site or special ad banner.Continue Reading

• Call center performance management quiz

  Call center agents and managers, test yourself on improving performance and learn about call center trends in this quiz from SearchCRM.com.Continue Reading

• 5. Mobile applications for handheld devices

  Learn the response to the fifth question in SearchCRM.com's exclusive mobile CRM quiz. Read the answer and more detailed information on mobile vendors and SFA.Continue Reading

• self-scanning checkout (self-checkout)

  Self-scanning checkout, also called "self-checkout" is an automated process that enables shoppers to scan, bag, and pay for their purchases without human assistance.Continue Reading

• Web mining

  In customer relationship management (CRM), Web mining is the integration of information gathered by traditional data mining methodologies and techniques with information gathered over the World Wide Web.Continue Reading

• PMML (Predictive Model Markup Language)

  PMML (Predictive Model Markup Language) is an XML-based language that enables the definition and sharing of predictive models between applications.Continue Reading

• 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.Continue Reading

• Siebel

  Siebel Systems is a prominent vendor of interoperable e-business software.Continue Reading

• customer-facing

  Customer-facing is an adjective used to describe a hardware or software product, technology, or anything that the customer of a business deals with directly.Continue Reading

• knowledge worker

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

• information design

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

• Automatic Call Distributor (ACD)

  An Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions.Continue Reading

• talk time

  In customer relationship management (CRM), talk time is the amount of time a call center agent spends with a caller during a transaction.Continue Reading

• 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.Continue Reading

• Data Quality Quiz

  Test your knowledge with nine data quality questions from SearchCRM.com.Continue Reading