June 14, 2023 Glossary Term Virtual Call Center Software Virtual call center software is any cloud-based contact center platform that allows organizations to run their contact center operations in any time zone, from anywhere in the world.
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 13, 2023 Glossary Term Outcome-based Contracts Contract terms based on quantifiable business outcomes that can be measured at the customer or business user level, rather than operational metrics or SLAs.
June 13, 2023 Glossary Term Outbound Call Center An Outbound Call Center (or Outbound Contact Center) is a common business process outsourcing service used in the United States and other countries where call center agents perform sales and marketing activities like cold calling, B2B lead generation, and
June 13, 2023 Glossary Term Onshore Outsourcing Onshore Outsourcing or Domestic Outsourcing is recruiting services from outside of an organization but within the same country.
June 13, 2023 Glossary Term Omnichannel Support When using Omnichannel Support, call centers gain the ability to communicate with customers on the channel they prefer, every time an organization interacts with its customers.
June 13, 2023 Glossary Term Omnichannel Customer Service Omnichannel Customer Service (or Omni Channel Customer Service) is the seamless delivery of consistent service across multiple channels in real time.
June 13, 2023 Glossary Term Omnichannel Customer Experience An Omnichannel Customer Experience connects individual customer touchpoints over multiple channels to allow seamless transitions from one device to another.
June 13, 2023 Glossary Term Omnichannel Omnichannel is a cross-channel customer engagement strategy that businesses utilize to improve the customer experience.
June 13, 2023 Glossary Term Offshoring Offshoring is the transferring activities or ownership of a complete business process to a different country from the country (or countries) where the company receiving the services is located.
June 13, 2023 Glossary Term Offshore Outsourcing Offshore Outsourcing is when an organization recruits a third party supplier to conduct operations from an outside country.
June 13, 2023 Glossary Term Nearshore Outsourcing Nearshore Outsourcing is when an organization recruits employees from a neighboring country to complete services.
