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
What is Agentic AI? Agentic AI refers to a type of artificial intelligence that can… ... Read more
What is AI Chatbot? AI Chatbots are intelligent virtual assistants that use natural language processing… ... Read more
What is an AI Voice Generator? An AI Voice Generator is a technology that uses… ... 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: AI Agents are software programs powered by artificial intelligence that can autonomously perceive their… ... 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
What is Conversational AI? Conversational AI is a branch of AI that enables machines to… ... 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
What is Generative AI? Generative AI is a type of artificial intelligence that creates new… ... 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
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
What is a Voice Assistant? A Voice Assistant is a digital assistant powered by AI… ... 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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