Glossary of Abbreviations and Acronyms
Abbreviation |
|
or Acronym |
Definition |
ACD |
Automatic call distributor |
AHT |
Average handle time |
AICC |
Aviation industry computer-based training committee |
API |
Application programming interface |
ASA |
Average speed of answer |
ASP |
Application service provider |
BI |
Business intelligence |
CBT |
Computer-based training |
CFO |
Chief financial officer |
CIA |
Central Intelligence Agency |
CMS |
Campaign management software |
CRM |
Customer relationship management |
CSR |
Customer service representative |
CSS |
Customer service and support |
CTI |
Computer telephony integration |
DNC |
Do Not Call |
DS |
Decision support |
DTMF |
Digital tone multifrequency |
ERMS |
E-mail response management system |
ERP |
Enterprise resource planning ... |
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