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.
June 13, 2023 Glossary Term Robotic Desktop Automation (RDA) Robotic Desktop Automation (RDA) is a part of larger group of automation tools used for enterprise-wide process and workflow improvements.
June 13, 2023 Glossary Term RealPlay™ RealPlay™ is TTEC's AI-enabled simulated learning solution that allows participants to interact in real time with an AI-powered bot conducting training scenarios.
June 13, 2023 Glossary Term Procurement Outsourcing (PO) Procurement Outsourcing (PO) is the transfer of ownership of some, or all procurement processes or functions to a service provider.
June 13, 2023 Glossary Term Prescriptive Analytics Prescriptive Analytics prescribe and drive the behavior of a customer to act in a desired way toward a desired outcome based on the interpretation and analysis of multiple data sources.
