June 9, 2023 Glossary Term Contact Center Outsourcing The process of recruiting resources for a contact center outside of its organization to fill a task.
June 9, 2023 Glossary Term Contact Center Management Contact Center Management (or Call Center Management) is the specific way companies manage the daily operations and agent performance in the call center work environment to enable superior contact center performance and exemplary customer satisfaction sco
June 9, 2023 Glossary Term Contact Center Associate / Contact Center Agent Contact Center Associates or Agents or customer service/sales professionals that manage phone, email, live chat, and support tickets for organizations.
June 9, 2023 Glossary Term Contact Center as a Service (CCaaS) Contact Center as a Service (CCaaS) is a software deployment model that enables companies to only purchase the technology they need and is commonly operated by a vendor to reduce IT, integration, and support costs.
June 9, 2023 Glossary Term Contact Center Analytics Contact Center Analytics are the analysis of standard contact center metrics to identify trends, impacts, causes and results.
June 9, 2023 Glossary Term Contact Center The contact center is a branch of an organization that handles multiple levels of customer interactions.
June 8, 2023 Glossary Term Call Routing Call Routing is the process of sending voice calls to a specific queue based on predetermined criteria.
June 8, 2023 Glossary Term Call Center Quality Assurance Call Center Quality Assurance (or Contact Center Quality Assurance) is a quality monitoring process designed to keep customers’ interactions and business goals aligned for continuous improvement.
June 8, 2023 Glossary Term Call Center A call center is a department that services inbound and outbound calls from customers.
June 8, 2023 Glossary Term Business Process Outsourcing (BPO): Definition and Benefits Business Process Outsourcing or BPO is providing non-primary organizational activities and functions to third-party suppliers.
June 8, 2023 Glossary Term Back Office Support Back Office Support is a position related to creating a better customer experience, but isn't necessarily affiliated with customer support.
June 8, 2023 Glossary Term Average Handle Time (AHT) Average Handle Time or AHT is a metric used in contact centers to measure the average duration of one transaction.
