June 13, 2023 Glossary Term Hosted Contact Center A Hosted Contact Center, also often referred to as a Hosted Call Center is a modern customer experience solution where contact center software is installed or hosted by an off-site service provider's system.
June 13, 2023 Glossary Term Hosted Call Center A Hosted Call Center is a modern customer experience solution where contact center software is installed or hosted by an off-site service provider's system.
June 13, 2023 Glossary Term Global In-house Center (GIC) Global In-house Centers are service delivery operations typically in low-cost geographies, which are owned and operated by the same company receiving the services (i.e., not third-party outsourcing)
June 13, 2023 Glossary Term GDPR The General Data Protection Regulation (GDPR) is a legal framework that sets guidelines for the collection and processing of personal information from individuals who live in the European Union (EU).
June 13, 2023 Glossary Term Full-Time Employees (FTEs) Full-Time Employees are on the rolls of the company.
June 13, 2023 Glossary Term Fraud Analytics Fraud analytics is a multidisciplinary field that is utilizes data sciences to better understand and act on instances of fraudulent activity.
June 13, 2023 Glossary Term First Contact Resolution (FCR) First Contact Resolution, also known as First Call Resolution (FCR) is the percentage of an organization's ability to resolve customer issues during the first interaction with a caller.
June 13, 2023 Glossary Term Finance and Accounting Outsourcing (FAO) Finance and Accounting Outsourcing is the transfer of ownership of some, or all finance and accounting processes or functions to a service provider. Financial Services and Insurance
June 13, 2023 Glossary Term Employee Engagement Employee Engagement is the amount of passion, commitment, and effort employees put into furthering their career.
June 12, 2023 Glossary Term Emerging Accounts Emerging Accounts are accounts identified by TTEC as having the ability to outsource for the first time and grow upon proof of delivery based on specific criteria and buying behavior.
June 12, 2023 Glossary Term Digital Outsourcing Digital Outsourcing is the practice of working with a third-party expert to implement and operate digital products and services.
June 12, 2023 Glossary Term Customer Turnover Customer turnover, or churn rate, is the percentage of an organization's customer base lost during a given period of time- usually a month or annual basis.
