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2. Discrete-event simulation - Wikipedia

   en.wikipedia.org/wiki/Discrete-event_simulation

   When a Customer-Arrival event occurs, the state variable queue-length is incremented by 1, and if the state variable teller-status has the value "available", a Service-Start follow-up event is scheduled to happen without any delay, such that the newly arrived customer will be served immediately.

3. First Call Resolution - Wikipedia

   en.wikipedia.org/wiki/First_Call_Resolution

   First Call Resolution or First Contact Resolution (FCR) is a metric that measures a call center's performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts. [1] FCR is one of the most-watched metrics and considered the most important call center industry metric. Ideally, the FCR ...

4. Taskworld - Wikipedia

   en.wikipedia.org/wiki/Taskworld

   Taskworld is a cloud-based collaboration platform created by Fred Mouawad.The SaaS (software as a service) is designed to facilitate project and task management, collaboration, delegation, communication, knowledge management, measure progress and provide performance metrics for evidence-based evaluations within teams.

5. Issue tracking system - Wikipedia

   en.wikipedia.org/wiki/Issue_tracking_system

   An issue tracking system is similar to a "bugtracker", and often, a software company will sell both, and some bugtrackers are capable of being used as an issue tracking system, and vice versa. Consistent use of an issue or bug tracking system is considered one of the "hallmarks of a good software team".

6. Customer relationship management - Wikipedia

   en.wikipedia.org/wiki/Customer_relationship...

   CRM systems that track and measure marketing campaigns over multiple networks, tracking customer analysis by customer clicks and sales. Some CRM software is available as a software as a service (SaaS), delivered via the internet and accessed via a web browser instead of being installed on a local computer. Businesses using the software do not ...

7. Service level indicator - Wikipedia

   en.wikipedia.org/wiki/Service_level_indicator

   In information technology, a service level indicator (SLI) is a measure of the service level provided by a service provider to a customer. SLIs form the basis of service level objectives (SLOs), which in turn form the basis of service level agreements (SLAs); [ 1 ] an SLI can be called an SLA metric (also customer service metric , or simply ...

8. Software quality management - Wikipedia

   en.wikipedia.org/wiki/Software_quality_management

   release testing of software, including proper documentation of the testing process; examination of software and associated documentation for non-conformance with standards; follow-up review of software to ensure any required changes detailed in previous testing are addressed; application of software measurement and metrics for assessment

9. Customer lifecycle management - Wikipedia

   en.wikipedia.org/wiki/Customer_lifecycle_management

   The overall scope of the CLM implementation process encompasses all domains or departments of an organization, which generally brings all sources of static and dynamic data, marketing processes, and value-added services to a unified decision supporting platform through iterative phases of customer acquisition, retention, cross-and upselling ...