Customer service and call center

In a call center, this is a line of people waiting to be handled, usually in sequential order starting at the beginning or top of the line or sequence.

• feed line

• first-order logic

• grumble line

• queue

This is a central point in an enterprise from which customer service interactions are managed via phone, fax, email and other channels.

• data center

• contact center

• network operations center

• Information Technology Information Sharing and Analysis Center

This is a scoring process used to help a company determine which customers the company should target in order to maximize profit.

• customer valuation

• spend management

• mean opinion score

• business impact analysis

This is a software-enabled technique that allows a call center representative to interact with a customer by taking over the customer's computer to show them something.

• remote wakeup

• collaborative browsing

• Remote Method Invocation

• show control

This is a form of electronic support, allowing customers to access information and perform routine tasks over the Internet, without requiring any interaction with a customer service representative of an enterprise.

• Web self-service

• remote-control software

• self-scanning checkout

• self-assembly