Soft Skills Course Flashcards

This is a phrase used in the information industry to refer to processes, programs, and typically Internet capabilities that assist businesses in handling clients in a systematic manner.

Answer: CRM

CRM stands for Customer Relationship Management. It refers to the strategies, processes, and technologies businesses use to manage and analyze customer interactions and data throughout the customer lifecycle. The goal of CRM is to improve business relationships with customers, assist in customer retention, and drive sales growth by systematically handling client information.

A corporation can use this scoring system to select which clients to pursue in order to increase earnings.

Answer: customer valuation

Customer valuation is a scoring system that helps a company determine the economic value of its customers. By analyzing factors like purchasing history, profitability, and potential future spending, businesses can identify their most valuable clients. This allows them to strategically allocate resources, tailor marketing efforts, and prioritize customer service to maximize earnings.

When a company's customer support agents are spread out geographically, this is what you call it.

Answer: virtual call center

A virtual call center is an operational model where customer service agents are geographically dispersed, often working remotely from various locations rather than a single physical office. This setup leverages cloud-based technology to connect agents, supervisors, and customers, offering flexibility and scalability while maintaining centralized management and reporting capabilities.

This is a queue of call center customers waiting to be helped, typically in sequential order, commencing at the front or top of the queue.

Answer: queue

A queue, in the context of a call center, refers to a waiting line of customers or calls that are held until an agent becomes available. Calls are typically handled in the order they are received, ensuring fairness and systematic processing. This system is crucial for managing call volume and customer wait times efficiently.

A call center agent can communicate with a customer using this software-enabled technique by taking control of the customer's computer and showing them something.

Answer: collaborative browsing

Collaborative browsing is a software-enabled technique where a call center agent can remotely take control of a customer's computer screen. This allows the agent to guide the customer through a process, demonstrate features, or troubleshoot issues directly. It enhances support by providing a visual and interactive problem-solving experience.

This is the hub of an organization where phone, fax, email, and other channels are used to manage client contacts.

Answer: contact center

A contact center is a centralized department within an organization that manages all customer interactions across various communication channels. This includes traditional phone calls, faxes, emails, web chat, and social media. Its purpose is to provide comprehensive customer service and support through a unified approach.

This is the capability of a device or program to understand and execute voice commands or take client dictation, frequently leading to call center cost savings.

Answer: speech recognition

Speech recognition is the technology that enables a device or program to understand and execute spoken commands or transcribe dictation. In call centers, it's used for automated systems like IVR, allowing customers to navigate menus with their voice, and for agents to potentially automate data entry. This capability often leads to significant cost savings by streamlining operations and improving efficiency.