Acronyms

Question 1

ACD

Answer 1

Automatic Call Distributor

- Uses intelligent routing to route the call to the correct agent

Question 2

PBX

Answer 2

Private Branch Exchange

- A system for an organization to use to receive multiple phone calls at one time.

Question 3

ANI

Answer 3

Automatic Number Identification

- Identifies the incoming call’s phone number

Question 4

Call Deflection

Answer 4

The practice of using channels other than the phone to solve customer issues; having a rep handle a phone call is the most expensive way of resolving an issue

Question 5

CTI

Answer 5

Computer Telephone Integration

- Allows interactions on a telephone and a computer to be integrated or coordinated

Question 6

KCS

Answer 6

Knowledge-Centered Support
- Methodology and a set of practices and processes that focuses on knowledge as a key asset of the customer/technical support organization

Question 7

KPI

Answer 7

Key Performance Indicator

- Evaluate the success of an organization or of a particular activity in which it engages

Question 8

IVR

Answer 8

Interactive Voice Response

- Allows a computer to interact with humans through the use of voice and DTMF tones input via keypad

Question 9

SoW

Answer 9

Statement of Work
- Formal document that captures and defines the work activities, deliverables, and timeline a vendor must execute in performance of specified work for a client

Question 10

WFM

Answer 10

Workforce Management

- Encompasses all the activities needed to maintain a productive workforce

Question 11

ERP System

Answer 11

Enterprise resource planning System
- Business management software, usually a suite of integrated applications, that a company can use to collect, store, manage and interpret data from many business activities