Call Center Management

ALSO CALLED: Customer Call Center Management, Call Centre Management
DEFINITION: Click-to-callback is a Web-based customer relationship management (CRM) technology that enables users browsing a company's Web site to leave a phone number where a company representative can call them back with more information. Both click-to-callback and a related technology called automatic callback are frequently used in call centers. In a call center, click-to-callback is designed to balance the  … 
Definition continues below.

CALL CENTER MANAGEMENT DEFINITION (continued): … Click-to-callback is a Web-based customer relationship management (CRM) technology that enables users browsing a company's Web site to leave a phone number where a company representative can call them back with more information. Both click-to-callback and a related technology called automatic callback are frequently used in call centers. In a call center, click-to-callback is designed to balance the load. Although the system may initially increase call volume by directing online customers to the phone, agents can guide customers through Web self-service, alleviating call center burdens down the line.Getting started with click-to-callback To explore how click-to-callback is used in the enterprise, here is an additional resource:Demystifying unified communications deployment strategies: Learn to understand your infrastructure and how best to move forward with your UC goals.