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An Abbreviated Guide to Incoming Call Center Terms, by ICMI, softcover pocket guide, 44 pages, $5.95.

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Overview

One of the problems in the call center profession is that it lacks a standards committee to help decide what terms we're all going to use.  Industry terms vary by country, supplier, and organization.  Another challenge is that so many terms are flatly misleading.  Surely we could have done better that "voice response unit, "automatic call distributor," or even "call center".  And, is a call center also a help desk?  Sometimes.  Is a help desk a reservations center?  No.  Is a reservations center a call center?  Usually.  Good grief!

The primary mission of this little pocket-sized booklet is to give you the standard usage of the most common terms in the industry.

Contents

Seven Things You Should Know About Incoming Call Centers

Acronyms

Glossary


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Last modified September 17, 2008