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• Employee self service quiz answers

  Employee self service (ESS) is an up-and-coming technology that can help employees perform routine tasks and assist customers more quickly. Find the answers to SearchCRM.com's employee self service quiz here. Continue Reading

• Employee self service quiz

  Employee self service (ESS) can be used to help employees handle routine tasks and for help desk employees and call center agents to assist customers better. Test your knowledge of employee self service with this quiz from SearchCRM.com. Continue Reading

• Google bomb

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

• database of record (DBOR)

  A database of record (DBOR) is a repository for centralized storage of information about objects or people... (Continued) Continue Reading

• 6. A call center agent is replaced by this automated program in an organization

  A virtual agent takes the place of a customer service representative to assist customers. Continue Reading

• Definitions to Get Started

  • Oracle Customer Experience Cloud (Oracle CX Cloud)
  • database marketing
  • omnichannel
  • CRM (customer relationship management)

  • speech recognition
  • contact center as a service (CCaS)
  • content personalization
  • Salesforce Service Cloud

  View All Definitions

• 4. Call center ROI can be used to grade how well a company is managed

  Return on investment (ROI) measures the profit realized as the result of a specific use of money. The ROI for a call center is used as a way to grade how well a company is managed.Continue Reading

• astroturfing (astroturf marketing)

  Astroturfing is the artificial creation of a grassroots buzz for a product, service or political viewpoint. ... (Continued)Continue Reading

• 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.Continue Reading

• Incremental Revenue (Value) Analysis

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

• Digital Signage (dynamic signage)

  Digital signage, also called dynamic signage, is a specialized form of slivercasting in which video or multimedia content is displayed in public places for informational or advertising purposes... (Continued)Continue Reading

• Cost Per Call

  In a call center, cost per call is a numerical metric calculated by dividing the total operational costs by the total number of calls for a given period of time... (Continued)Continue Reading

• 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 ...Continue Reading

• blended agent

  A blended agent, in a call center or contact center context, is an agent who manages both incoming and outgoing calls and applications as needed.Continue Reading

• average handle time (AHT)

  Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction.Continue Reading

• masthead

  On the Internet, a masthead is a graphic image or text title at the top of a Web page that identifies the Web site and, sometimes, the particular section of the site.Continue Reading

• 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

• EggFusion (egg-vertising)

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

• cross-media queuing

  In a call center, cross-media queuing describes the process of receiving and routing all incoming queries in the same way, whether the query comes in the form of a phone call, e-mail message, instant message, Web site submission, fax or interactive ...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

• 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