Definition of Agent: Agents are representatives who interact with customers to address inquiries, provide support,… ... Read more
Definition of Agent Coaching: Agent coaching is a structured approach to provide feedback and training… ... Read more
Agent Occupancy Definition: Agent occupancy measures the percentage of time call center agents spend actively… ... Read more
Definition of ACD: Automatic Call Distributor (ACD) is a system that routes incoming calls to… ... Read more
Definition of AHT: Average Handle Time (AHT) is a key metric used to measure the… ... Read more
Average Hold Time (AHT) Definition: Average Hold Time (AHT) is the typical duration a customer… ... Read more
Definition of Call Center CRM Software: Call center CRM software is a tool that helps… ... Read more
Definition: Call center management involves overseeing operations in a dynamic environment, ensuring efficient processes like… ... Read more
Definition of Call Center RFP: A Request for Proposal (RFP) is a document used by… ... Read more
Call Centers and Contact centers Definition The difference between call centers and contact centers lies… ... Read more
Definition of Cloud Call Center: A cloud call center is a virtual customer support system… ... Read more
What is a Contact Center: A contact center is a centralized facility where customer interactions… ... Read more
What is CCaaS: Contact Center as a Service (CCaaS) is a cloud-based solution that offers… ... Read more
Definition: Contact center management involves the strategic oversight of customer support operations, aimed at optimizing… ... Read more
Definition: A contact center workflow is a systematic series of processes aimed at optimizing customer… ... Read more
Customer Experience Definition: Customer experience refers to the overall impression a customer forms throughout their… ... Read more
What is a Customer Experience Platform: A customer experience platform is a comprehensive solution that… ... Read more
Customer Journey Map Definition: A customer journey map is a visual tool that outlines the… ... Read more
Definition of customer journey: The customer journey is the complete sequence of experiences a customer… ... Read more
Definition of Customer Journey Optimization: Customer Journey Optimization (CJO) is the strategic process of enhancing… ... Read more
Customer Satisfaction (CSAT) Definition: Customer Satisfaction (CSAT) is a key performance indicator (KPI) used to… ... Read more
Customer Service Definition: Customer service refers to the assistance and support provided to customers before,… ... Read more
What is ELIN: An Emergency Location Identification Number (ELIN) is a specific number that provides… ... Read more
Experience Orchestration Definition: Experience orchestration in customer service refers to the comprehensive management and enhancement… ... Read more
Hosted Call Center Definition: A hosted call center is a cloud-based software solution that allows… ... Read more
Hosted Contact Center Definition: A hosted contact center is a cloud-based communication solution where infrastructure… ... Read more
Definition of Hosted Dialer: A hosted dialer is a cloud-based dialing solution that automates the… ... Read more
Hosted Service Definition: A hosted service refers to an IT infrastructure arrangement dedicated to a… ... Read more
What is an Inbound Call Center? An inbound call center is a specialized facility that… ... Read more
Modern Contact Center Definition: A modern contact center is an advanced facility that manages both… ... Read more
Multi-Channel Contact Center Definition: A multichannel cloud contact center is a customer service solution where… ... Read more
Definition: An omnichannel cloud call center is an integrated customer service solution that ensures a… ... Read more
What is Omnichannel Cloud Contact Center: An omnichannel cloud contact center provides a unified platform… ... Read more
Omnichannel Customer Experience Definition: An omnichannel customer experience is a seamless and integrated journey that… ... Read more
Definition of omnichannel customer journey: An omnichannel customer journey refers to the seamless experience a… ... Read more
Omnichannel Customer Service Definition Omni-channel customer service integrates multiple communication channels into a single, cohesive… ... Read more
Outbound Call Center Definition: An outbound call center is a dedicated operation where agents primarily… ... Read more
Definition: A performance management system is a vital tool utilized by HR teams to evaluate… ... Read more
What is Predictive Dialing: Predictive dialing is an automated dialing technology that anticipates when an… ... Read more
Definition of PBX: Private Branch Exchange (PBX) is an internal phone system that manages incoming… ... Read more
Sentiment Analysis Definition: Sentiment analysis is a method used to evaluate the tone of written… ... Read more
What is SaaS: Software as a Service (SaaS) is a cloud-based software distribution model where… ... Read more
Definition of Trunk: In telecommunications, a trunk refers to a communication line that connects a… ... Read more
Definiton of UCaaS: Unified Communications as a Service (UCaaS) is a cloud-based model that integrates… ... Read more
Definition: A virtual call center is a customer service operation where agents work remotely, connecting… ... Read more
Virtual Contact Center (VCC) Definition: A virtual contact center functions like a traditional contact center… ... Read more
Workload Management Definition: Workload management is a strategic approach focused on distributing tasks among team… ... Read more
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