Definition: Agents are representatives who interact with customers to address inquiries, provide support, and deliver… ... Read more
Definition: Agent coaching is a structured approach to provide feedback and training to call center… ... Read more
Definition: Agent occupancy measures the percentage of time call center agents spend actively engaged in… ... Read more
Definition: Agent utilization is a metric that measures the productive time agents spend on calls… ... Read more
Definition: An auto dialer is a software application that automatically dials a list of phone… ... Read more
Definition: Automatic Call Distributor (ACD) is a system that routes incoming calls to the appropriate… ... Read more
Definition: Automatic Number Identification (ANI) is a telecommunications feature that automatically identifies and displays the… ... Read more
Definition: Average Handle Time (AHT) is a key metric used to measure the average duration… ... Read more
Definition: Average Hold Time (AHT) is the typical duration a customer spends on hold before… ... Read more
Definition: Bring Your Own Carrier (BYOC) is a telecommunications model that allows businesses to select… ... Read more
Definition: A scorecard is a tool used to evaluate and monitor the performance of call… ... Read more
Definition: Call center agent software is a system that consolidates various functionalities to assist agents… ... Read more
Definition: Agent utilization in a call center refers to the ratio of an agent’s productive… ... Read more
Definition: Call center coaching involves training and mentoring agents to enhance their skills and performance… ... Read more
Definition: Call center CRM software is a tool that helps manage customer relationships and interactions… ... Read more
Definition: Call center management involves overseeing operations in a dynamic environment, ensuring efficient processes like… ... Read more
Definition: Call center reporting is the process of collecting and analyzing data to generate insights… ... Read more
Definition: A Request for Proposal (RFP) is a document used by organizations to solicit proposals… ... Read more
Definition: Talk time refers to the duration that an agent spends on the phone talking… ... Read more
Definition: Chat messages are digital communications exchanged over the internet through various platforms like live… ... Read more
Definition: A cloud call center is a virtual customer support system that operates entirely over… ... Read more
Definition: A cloud contact center is a modern solution that enables businesses to manage customer… ... Read more
Definition: Co-browsing is a technology that allows agents and customers to view and interact with… ... Read more
Definition: Composability refers to the design principle where systems are built from interchangeable components that… ... Read more
Definition: A contact center is a centralized facility where customer interactions via phone, email, chat,… ... Read more
Definition: Contact Center AI utilizes artificial intelligence technologies to enhance customer interactions and streamline service… ... Read more
What is Contact Center as a Service Contact Center as a Service also known as… ... Read more
Definition: A call center chatbot is an AI-driven application that engages with customers to provide… ... Read more
Definition: Contact center management involves the strategic oversight of customer support operations, aimed at optimizing… ... Read more
Definition: Call center shrinkage refers to the time that agents are compensated for but are… ... Read more
Definition: A contact center workflow is a systematic series of processes aimed at optimizing customer… ... Read more
Definition: Customer acquisition cost is the total expense incurred by a business to acquire a… ... Read more
Definition: Customer experience refers to the overall impression a customer forms throughout their entire journey… ... Read more
Definition: A customer experience platform is a comprehensive solution that helps businesses manage interactions and… ... Read more
Definition: Customer interaction analytics involves analyzing data from various customer interactions to gain insights into… ... Read more
Definition: The customer journey is the complete sequence of experiences a customer goes through when… ... Read more
Definition: A customer journey map is a visual representation of the steps a customer takes… ... Read more
Definition: A customer journey map is a visual tool that outlines the sequence of interactions… ... Read more
Definition: Customer Journey Optimization (CJO) is the strategic process of enhancing customer interactions across all… ... Read more
Definition: Customer Satisfaction (CSAT) is a key performance indicator (KPI) used to measure how satisfied… ... Read more
Definition: Customer service refers to the assistance and support provided to customers before, during, and… ... Read more
Definition: A Customer Service Representative (CSR) is an employee responsible for managing customer interactions and… ... Read more
Definitions: The difference between call centers and contact centers lies in the scope and diversity… ... Read more
Today, CX has become the differentiating factor for customers. If customers have a single bad… ... Read more
Definition: Disaster recovery is a set of policies and procedures aimed at enabling the recovery… ... Read more
Definition: An Emergency Location Identification Number (ELIN) is a specific number that provides precise location… ... Read more
Definition: Experience orchestration in customer service refers to the comprehensive management and enhancement of a… ... Read more
Definition: A hosted call center is a cloud-based software solution that allows businesses to manage… ... Read more
Definition: A hosted contact center is a cloud-based communication solution where infrastructure and services are… ... Read more
Definition: A hosted dialer is a cloud-based dialing solution that automates the dialing process for… ... Read more
Definition: A hosted service refers to an IT infrastructure arrangement dedicated to a single client,… ... Read more
Definition: Mobile voice refers to the capability of mobile devices to facilitate voice communications using… ... Read more
Definition: A modern contact center is an advanced facility that manages both inbound and outbound… ... Read more
Definition: A multichannel cloud contact center is a customer service solution where key infrastructure like… ... Read more
Definition: An omnichannel cloud call center is an integrated customer service solution that ensures a… ... Read more
Definition: An omnichannel cloud contact center provides a unified platform for managing customer interactions across… ... Read more
Definition: An omnichannel customer experience is a seamless and integrated journey that spans multiple touchpoints… ... Read more
Definition: An omnichannel customer journey refers to the seamless experience a customer has when interacting… ... Read more
Definition: Omni-channel customer service integrates multiple communication channels into a single, cohesive system to deliver… ... Read more
Definition: An outbound call center is a dedicated operation where agents primarily make outgoing calls… ... Read more
Definition: A performance management system is a vital tool utilized by HR teams to evaluate… ... Read more
Definition: Predictive dialing is an automated dialing technology that anticipates when an agent will be… ... Read more
Definition: Private Branch Exchange (PBX) is an internal phone system that manages incoming and outgoing… ... Read more
Definition: Quality management calibration is a process in call centers that ensures consistent evaluation and… ... Read more
Definition: Real-time adherence is a monitoring process that compares an agent’s scheduled activities with their… ... Read more
Definition: Sentiment analysis is a method used to evaluate the tone of written or spoken… ... Read more
Definition: A softphone is a software-based phone system that allows users to make phone calls… ... Read more
Definition: Software as a Service (SaaS) is a cloud-based software distribution model where applications are… ... Read more
Definition: In telecommunications, a trunk refers to a communication line that connects a call center’s… ... Read more
Definiton: Unified Communications as a Service (UCaaS) is a cloud-based model that integrates various communication… ... Read more
Definition: A virtual agent is an AI-driven tool designed to simulate human conversation and assist… ... Read more
Definition: A virtual call center is a customer service operation where agents work remotely, connecting… ... Read more
Definition: A virtual contact center functions like a traditional contact center by managing customer inquiries… ... Read more
Definition: Voice over Internet Protocol (VoIP) is a technology that allows for the transmission of… ... Read more
Definition: A voice platform is a technology framework that facilitates voice communication services, including IVR… ... Read more
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