Mit unserem Glossar wollen wir versuchen, Ihnen mehr Einblick in die Vielzahl von Begriffen im Umfeld Customer Support und IT zu geben.

Index

A, B, C, D, E, F, G, H, I, J, K, L, M, N, O, P, Q, R, S, T, U, V, W, X,Y,Z

A

After Sales Service
Agent
Agent Utilization
Analytisches Customer Relationship Management (Analytical CRM)
Application Programming Interface (API)
Appreciative Inquiry
Automatic Call Distribution (ACD)
Average Speed of Answer (ASA)

B

Balanced Scorecard (BSC)
BKAV-Verfahren
Blue Printing
BMEcat
Buchbinder-Wanninger-Syndrom
Business Intelligence (BI)
Business Mapping
Business Process Reengineering
Buying Center

C

Call
Call Back Button
Call Center
Callplan
Capability Maturity Model Integration for Service (CMMI-SVC)
Case Based Reasoning (CBR)
CI
Closed Loop Marketing
Clusteranalyse
Cold Call
Cold Standby
Collaboratives CRM
Communities
Complaint-Ownership
Computer Aided Selling (CAS)
Computer-Telephony (CT)
Computer Telephony Integration (CTI)
Configuration Item
Conjoint Measurement
Corporate Identity
Cost per Call (CPC)
Cost per Order (CPO)
Critical Incident Technique
Cross-Media-Marketing
Customer Care Center
Customer Interaction Center (CIC)
Customer Relationship Management (CRM)
Customer Service System (CSS)
Customer Support

D

Data Mart
Data Mining
Data Warehouse
Database Marketing
Document Management System (DMS)

E

Electronic Data Interchange (EDI )
Erlang C
Escalation Plan
Expertensystem
Extranet

F

Fehlerkosten
Field Sales
Field Service
First Level Support
Flow-Chart
Flow-Erlebnisse
Follow-the-Sun-Service
Front Office
Front-Office Outsourcing
Funktionsanalyse

G

GAP-Modell
Geographisches Informationssystem (GIS)
Global Positioning System (GPS)

H

Help Desk
Hills B
Historie
Holding Time
Hot Standby
Hotline

I

IKT
Inbound
Interactive Voice Recognition (IVR)
Internet Telefonie

J

Junk Calls
Just-in-sequence (JIS)
Just-in-time (JIT)

K

Kapazitätsbedingtes Outsourcing
Keiretsu
Kundenbindung
Kundenerfolgsrechnung
Kundenfeedback
Kundenlebenszyklus
Kundenorientierte Organisation

L

Lead-User
Least Cost Routing (LCR)
Longest Available

M

Maintenance, Repair and Overhaul (MRO)
Market Orientation Scale (MKTOR-Skala)
MindMapping
Monitoring
Morphologische Kasten
Mystery Calls

N

Nettokontakte
Netzplantechnik
Never-Busy-Fax

O

Offshoring
Online Analytical Processing (OLAP )
Online Relationship Management (ORM)
Online Support
Online-Marketing
Operatives CRM
Outbound
Outsourcing

P

Peak
Personalisierung
Poka-Yoke-Konzept
PPS-Systeme
Predictive Dialing
Projektbezogenes Outsourcing
Pull Kommunikation
Push-Konzept

Q

Queue (queueing)

R

RACI
Refurbishment
Relationship Marketing (Beziehungsmarketing)

S

Sales Force Automation (SFA)
Second Level Support
Secure Electronic Transaction (SET)
SEDAS
Service Grad
Service Level
Service Level Agreement
Service Mapping
Single-Sign-On
Skill Based Routing
Soforterledigungsquote
Strategic Selling System (SSS)
Supervisor
Supply Chain Management (SCM)
Swinging Agent
Synektik

T

Text-to-Speech
Third Level Support
Time-to-Market
TÜV Service Qualität
Turn-Around-Time

U

Unique Selling Proposition (USP)
Unvoiced Complaints
UpSelling

V

Variantenmanagement
VoIP – Voice over IP

W

Wallboard (Display Board)
Walt-Disney Problemlösungsstrategie
Web-Cooperation/Shared Web Browsing
Wireless Application Protocoll (WAP)

XYZ

XML
Yard Management
Zeitabhängiges Outsourcing


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