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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
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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
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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