June 14, 2023 Glossary Term Universal Agents Universal Agents are contact experience associates who are trained deliver best-in-class service through any channel, whether a customer is connecting through voice, chat, video or mobile.
June 14, 2023 Glossary Term Touchpoint Every time a customer interacts with a business, it's considered a touchpoint.
June 14, 2023 Glossary Term Total Contract Value (TCV) Total Contract Value is the potential revenue associated with the contract and estimated at the commencement of the contract (e.g., sum total of revenue accrued to the service provider from the contract over the entire contract term, usually measured in m
June 14, 2023 Glossary Term Talk Time Average talk time or ATT is the amount of time an associate talks to a customer. It does not include time spent on hold.
June 14, 2023 Glossary Term Super Agents Super Agents are contact experience associates with expertise to handle highly complex conversations with customers in any channel.
June 14, 2023 Glossary Term Skills-Based Routing Contact centers use Skill-based Routing (SBR) as a call-assignment strategy to align incoming calls to the best fitting associates, rather than the next available approach.
June 14, 2023 Glossary Term Six Sigma Six Sigma is a project management methodology and approach that provides organization s tools to improve their business processes.
June 14, 2023 Glossary Term Single Customer View A Single Customer View (Propensity Modeling) is an aggregated, consistent, and holistic representation of an organization's customer data.
June 13, 2023 Glossary Term Shared Services Shared services is a combination of business operations that are operated by many parts of the same organization.
June 13, 2023 Glossary Term Service Provider A service provider is a company/entity that provides outsourcing services to another company/entity.
June 13, 2023 Glossary Term Scale first CCO Scale first CCO are executives like Chief Customer Officers and others who are looking to scale their Call Center Outsourcing operations, focused on strong minimal delivery and capabilities and a base price.
June 13, 2023 Glossary Term Robotic Process Automation (RPA) Robotic Process Automation (RPA) is software with Artificial Intelligence (AI) and Machine Learning that handles common, high-volume, repetitive tasks, leading to cost savings and greater efficiency.
