Balanced scorecard

A

Abandoned calls (outbound call center dialer)

Abandoned Calls (Outbound Call Center Dialer) The discussion about outbound call center dialer scenario’s. An abandoned call refers to a… read more

AVERAGE TALK TIME

WHAT IS AVERAGE TALK TIME? Average talk time is the amount of time that an agent spends handling customer calls and… read more

ATT

WHAT IS ATT? AT&T Inc. is an American multinational telecommunications holding company that is Delaware-registered but headquartered at Whitacre Tower… read more

ATA

WHAT IS ATA? An analog telephone adapter is a device for connecting traditional analog telephones, fax machines, and similar customer-premises… read more

ASR

WHAT IS ASR? The Answer-Seizure ratio (ASR) is a measurement of network quality and call success rates in telecommunications. It is the… read more

Average talk time

Quite simply, the amount of time an agent spends talking to customers. Normally expressed in minutes and seconds, this measures… read more

Average time to abandon ATA

The average patience of the caller. This is the average length of time that a caller will stay in a… read more

Awaiting further instructions

This is the status of a customer query in a support center where things cannot proceed until further instruction is… read more

Artificial intelligence

The ability of a node to mimic human cognitive skills such as learning and understanding. read more

Assistive voice

Voice Assistance, sometimes referred to as voice control, is a user interface that enables the use of a digital device… read more

AOV

WHAT IS AOV? Average order value (AOV) tracks the average dollar amount spent each time a customer places an order on… read more

Ai

WHAT IS Ai? The ability of a node to mimic human cognitive skills such as learning and understanding. read more

AHT

WHAT IS AHT? Average Handle Time is the average duration of the entire customer call transaction, from the time the… read more

ACD

WHAT IS ACD? An Automated Call Distribution System, commonly known as an automatic call distributor, is a telephony device that… read more

Ahead Routing

WHAT IS LOOK AHEAD ROUTING? Look-ahead Routing uses special SIP Trunking Services to improve your ability to handle large call… read more

Ahead Queuing

WHAT IS LOOK AHEAD QUEUING? The capability of a system or network to examine a secondary queue and evaluate the… read more

AI Voice bot

What is AI voice bot? Voicebot are software powered by artificial intelligence (AI) that allow a caller to navigate an… read more

Architecture

Architecture The system design. This configuration determines how the components work together, system capacity, upgradability, and the ability to integrate… read more

Apps

Refers to software applications for mobile devices that allow users to perform particular functions. Used by products and e-commerce companies,… read more

All trunks busy ATB

Generally, these reports indicate how many times all trunks were busy, and how much total time all trunks were busy.… read more

All hands on deck

The situation that exists when a contact center gets extremely busy, when customer wait times go up and then service… read more

Agent utilization

Measured as a percentage or in open time, utilization compares a Product Specialist’s in-call and/or after-call work time to their… read more

Agent status codes

Having a “reason” or “activity” code, these agent status codes enable specialists to signal their availability for calls to the… read more

Agent status

The functional state of a Product Specialist, be it available, on call, offline. The current work progress of the agent, such… read more

After call work

ACW encompasses data-entry, activity codes, call dispositions, form completion and post-call communication. The Product Specialist activity that directly follows a… read more

Access connected content

A speech logger is a hardware or software device that records audio from telephones, radios, microphones, and other computer storage… read more

Adherence to the schedule

How effectively an employee adheres to specified work hours, including start, stop, break, and vacation time. The extent to which… read more

Abandonment Rate

An abandoned call refers to a call that is technically disconnected by an automated dialer, once live individual is detected,… read more

Abandoned Calls

The term “abandoned call” refers to a call or other interaction started by a call center that is terminated prior to any… read more

Abandoned call

The term "abandoned call" refers to a call or other interaction started by a call center that is terminated prior… read more

Amazon LEX

Amazon Lex is a web service for artificial intelligence (AI). Lex is a term that encompasses natural language processing (NLP)… read more

AI code of ethics

AI ethics is a set of moral ideas and practices that serve as a guide for the creation and ethical… read more

Amazon AI

Amazon AI is a collection of artificial intelligence (AI) services that enable users of Amazon Web Services (AWS) to leverage… read more

AI democratization

AI democratization is the process through which artificial intelligence development is made accessible to a broader user base, including individuals… read more

AI winter

The time of decreasing funding and interest in artificial intelligence research is referred to as an Ai winter. read more

ALTcoin

An Altcoin is a type of digital cryptocurrency that is very similar to Bitcoin. The term is used as a… read more

AI acceleration

An artificial intelligence (Ai) accelerator is a microprocessor developed expressly for the purpose of speeding up the processing of artificial… read more

Abandonment rate

Product Specialist answers, but voice is detected. The percentage of callers who hang up before or before they make a… read more

ABC OF ERLANG

In the early twentieth century, three Erlang formulas were developed: Erlang A, Erlang B, and Erlang C. A Danish mathematician… read more

Average speed of answer

A metric calculating the amount of seconds it takes to answer a typical incoming/inbound telephone call once it has been… read more

Average number of agents

This number is of the Agents (also referred to as Brand Specialist, Product Specialist, Customer Service Representative, Fronters, Qualifiers, Appointment… read more

Average delay to answer

Average Delay to Answer Metric used to calculate the average time a call remains in the queue until a Product… read more

Average delay of delayed calls

Average Delay of Delayed Calls read more

Average call value

Measurement of a single calls total revenue that a campaign or call center is able to produce “divided” by total… read more

AVAILABLE STATE MEAN

Available State is a status on an ACD or Auto Dialer when an agent is logged into all pertaining systems,… read more

Available time mean (telecom)

Down time is another variant of the term Available Time. It is an average measurement of time of callers, who… read more

AUXILIARY WORK STATE ?

An auxiliary work state is a state other than actively handling calls and one type among a few “unavailable” states… read more

Automatic speech recognition

A solution to automate some or all parts of a customer call. It allows the caller to interact with your… read more

Automatic number identification ANI

An automatic number identification. read more

Automatic dialer (Auto dialer)

Automatic Dialer (Auto Dialer) read more

Automated greeting

A greeting or an acknowledgement that has been previously recorded, that gets triggered automatically when the call has been answered.… read more

Artificially intelligent attorney

Artificially-Intelligent Attorney read more

Area code

The three-digit code of a phone number used in any area of the United States and Canada. read more

Application based routing and reporting

Application-Based Routing and Reporting read more

Answer supervision

The supervision of contact center agents activity to improve the quality of the customer experience and to ensure strict standards… read more

Agent

What is an Agent Agents are also referred to as intake specialists, closers, or coaches. A call center agent, alternatively… read more

Answer rate

The number of calls answered by a Product Specialist in comparison to the number of calls offered. read more

Analogue lines

Telephone transmission or switching that is not digital. Signals are comparable to the original signal at 56k. read more

AI dialer

Conversational Voice Ai High-Speed Dialer Technology offered by Rosponse Ai, allows for any enterprise to achieve their goal of providing… read more

Agent out call

Outbound calls placed by an Product Specialist read more

AGENT OCCUPANCY

Agent Occupancy The amount of time a Product Specialist is engaged in talk time or after-call work versus being idle… read more

Agent group

Your team of agents that share the responsibility and are able to handle customer complaints and keep customers happy. read more

Agent availability

Once an agent is available, agent availability is a percentage measurement of the time that Product Specialists are available to… read more

AFTER-CALL WORK?

An Average of the amount of time a Product Specialists work on customer accounts updating notes, taking any actions with… read more

ADHERENCE

In compliance, the tracking ability of a Product Specialist adherence measures their commitment to his or her schedule. The term… read more

Abandoned call

An abandoned call refers to a call that is technically disconnected by an automated dialer, once live individual is detected,… read more

AI chatbot

Ai chatbot is a computer program/app or piece of software that mimics human communication or "chatter" through text or voice… read more

B

Back Queuing

WHAT IS LOOK BACK QUEUING? The capability of a system or network to look back to the Primary Queue after… read more

BPO

BPO & Call Center are used interchangeably most of the time, but there is a difference between the two. The… read more

Busy hour attempts

In telecommunications, busy-hour call attempts (BHCA) is a tele-traffic engineering measurement used to evaluate and plan capacity for telephone networks. read more

Busy study

A study/report provided by a telephone carrier that shows the number of calls attempting to be connected on incoming trunks.… read more

Brand specialists

Brand specialists promote organizations and develop effective brand and product strategies. read more

Business to business B2B

Business-to-business also called B-to-B, is a form of transaction between businesses, such as one involving a manufacturer and distributor, or… read more

Bluetooth

Bluetooth is a low-energy data-transfer technology. It is the technology that fuels the ‘hands-free’ function. read more

Blocked call

A call that cannot be connected immediately due to no circuit available at the time the call arrives, or the… read more

Blockchain dAPPS

Decentralized applications; known as "dApps" are digital applications that run on a blockchain network of computers instead of relying on… read more

Blockage

Callers blocked from entering a queue. A scenario in which phone lines or other communication channels are filled to capacity… read more

Blended AI

This is a combination of both human intelligence and Artificial Intelligence to help better the customer experience. read more

Blended agents

Blended agents are trained to handle both incoming and outgoing calls. A Blended Call Center is an operation that handles… read more

Big data

Contact Centers will often rely on technology to provide quality customer experiences. The use of Big Data in contact centers… read more

Best practices

A call center's procedures and methods that are accepted as the most effective to achieve an company objectives. read more

Best in class

A benchmarking term to identify organizations that outperform all others in a specified category. read more

Benchmarking

By setting points of reference from which measurements, comparisons and evaluations will be made. In call centers, benchmarking refers to… read more

Benchmark

A term referred to a standardized task to test the capabilities of devices against each other. In quality terms, benchmarking… read more

Beep tone

The audible notification that a call has arrived. Beep tones can also refer to the audible notification that a call… read more

Basic rate interface BRI

Basic Rate Interface (BRI) One of two basic levels of ISDN service. A BRI line provides two bearer channels for… read more

Base staff

Base Staff The minimum number of agents required to achieve service level and response time objectives for a set period… read more

A record that shows a range of measures, typically based around graphs or charts on a sheet of paper about… read more

Back-office optimization BOO

Delegating shift resources from the contact center to the back office during the low-contact-volume parts of the day, and shifting… read more

Bot voice

A voice Bot is operated through speech, often via a conversational voice-activated device (Siri or Alexa) or a telecommunications system. read more

Business process outsourcing

Business tasks and outsourcing another company to deliver it is the way some get extra help. This term is typically… read more

Business continuity plan

A written directive for routing calls to a different site in case of an emergency or disaster. Also called a… read more

Business analytics

Data analysis techniques that drive empirical insights, used to support business functions. Applications may include predictive modeling for sales projections… read more

Brick and mortar

Refers to a physical presence of an organization or business in a building or other structure. Brick or other physical… read more

Brand reputation

The tangible and intangible value of a brand or the monetary worth of your brand or how it is perceived by… read more

Brand Passion

The strong affinity of enthusiasm, excitement and devotion that a Product Specialist, customer or others have for a brand. The… read more

Brand loyalty

A customer 's passion and confidence that compels them to repeatedly return to purchase from a company’s brand over time. read more

Business networking

Business Networking is a way of connecting to like minds with other professionals for mutual benefit. This is usually undertaken… read more

Business as usual

Business as Usual stands for normal work flow as a part of current operations within a contact center or any… read more

Busy time

A study or report provided by a telephone carrier that shows the number of calls attempting to be connected on… read more

Busy hour

A telephone traffic term, referring to the hour in which a trunk group carries the most traffic during the day.… read more

Business to consumer B2C

The Business to Consumer (B2C) opens companies up to making sales directly to individual consumers rather than to other commercial… read more

Balanced Scorecard

A record that shows a range of measures, typically based around graphs or charts on a sheet of paper about… read more

BLOCKCHAIN STORAGE

Blockchain storage is a way of saving data in a decentralized network, which utilizes the unused hard disk space of… read more

Blockchain economy

The blockchain economy is a scenario and potential future environment in which the technology replaces current monetary systems. read more

Blockchain app

A Blockchain App is an evolving concept that describes a blockchain enabled website in which the management of assets and… read more

Blockchain

Blockchain is a record keeping technology designed to make it impossible to hack the system or forge the data stored… read more

Black box AI

Black Box Ai is artificial intelligence system whose inputs and operations are inaccessible to the user or any interested party… read more

C

Customer Retention Rate

WHAT IS CUSTOMER RETENTION RATE? Customer Retention Rate is the percentage of current customers who remain customers after a given period.… read more

CUSTOMER SERVICE

WHAT IS SOCIAL CUSTOMER SERVICE? Social Customer Service integrates with Social Studio so Agents and Sales Reps can respond to cases… read more

Call Center

WHAT IS A VIRTUAL CALL CENTER? A “virtual call center” is often used to describe a cloud-based contact center deployment… read more

Chief technology officer

A chief technology officer (CTO) is a top executive that oversees the entire IT department and is responsible for integrating business… read more

Call center management

The Call Center Manager is the person behind for the management of the budget, operation and business performance of the… read more

Call time

The duration of a call. See average handle time. read more

Circuit

Facilitates a network to transmit information between two points. read more

Call control

The act of controlling the flow of a conversation, usually by asking questions. read more

Cisco unified contact center enterprise

A Cisco Systems product that provides call center computer telephony integration, contact routing and multichannel contact management. It includes automatic… read more

Churn rate

Churn rate refers to the percentage of customers who end their relationship with a business within a given period. read more

Chief information officer (CIO)

A typical title for the highest ranking executive responsible for an organization’s information systems. read more

Chat

Like an instant message system, this allows any logged-in computer Brand Specialist and customer to have a written conversation online… read more

Channel agnostic

Provision of a centralized process or interaction route, regardless of the interaction channel. read more

Channel

Paths of communication, such as phone, email, chat and social media. In retail, it can also be used to define… read more

Centum Call Seconds

Centum is 100 call seconds. Widely considered a unit of telephone traffic calibration. 1 hour = 1 Erlang = 60… read more

Central Office

Can refer to either a telephone company switching center or the type of telephone switch used in a telephone company… read more

Case management

CASE MANAGEMENT Managing a set of customer service relationships, which will begin from initial contact interaction until the last communication… read more

Carrier

A “carrier” is a telecommunications service provider (TSP) that enables the public to connect to the public switched telephone network… read more

Calls per agent

A metric based on the calculation of dividing the calls handled by the total number of Product Specialists taking calls… read more

Calls offered

Number of calls available for answer. Key indicator of staff required to satisfy call volume. read more

Calls handled

A variable in call center metrics that represents the volume of calls answered from the queue before being dropped. read more

Calling line identity

These days the telephone number of the caller travels ahead of most calls. This is known as Calling Line Identity… read more

Caller ID

Caller identification (caller ID) is used in contact centers to protect customers from receiving unwanted calls. It does this by… read more

Caller entered digits

Using the telephone keypad, callers can enter digits to navigate a directory or leave a request for a callback message. read more

Call transfer

The telecommunications technique that sends a customer call from its current destination to another phone location, which can be another… read more

Call strategy

The plan or approach that a Product Specialist will take in handling a customer call. Includes the desired outcome of… read more

Call review assessment

An assessment of a Product Specialist’s call-handling proficiency, usually scored and conducted by a member of a call center quality… read more

Call riding

Call Riding is a term that means instead of just transferring a call in a contact center – to a… read more

Call metering

Limiting the quantity of incoming callers which will get through the switch at only once. This might be used when… read more

Call length

The amount of time it takes to process one customer interaction, generally expressed as a mean. Also see the average… read more

Call in queue

A real-time report that refers to the quantity of calls received by the ACD system but not yet connected to… read more

Call handling analysis

Call handling analysis is an approach to watch the effectiveness and quality of the handling of calls by the agents. read more

Call by call routing

In accordance with real-time conditions, call-by-call routing is the method of directing calls to the optimal destination. read more

Call calibration

Contact centers often run call calibration sessions with their quality analysts and team leaders to confirm that everybody is assessing… read more

Call avoidance

A proactive strategy to cut back the quantity of unwanted or low-value calls for instance, failure avoidance by eliminating repeat… read more

Calibration

Calibration is the process of aligning performance with the prescribed quality level to attain the specified goals. read more

Call center schedule adherence

It is a metric employed in order to see whether or not agents are working the number of hours they… read more

Call routing

This is a process designed to make sure that every call is routed to the correct agent with proper skills,… read more

Customer Touchpoint

Customer touchpoints are your products points of customer contact, from start to finish. Customers may find your business online or… read more

Customer Segmentation

Customer segmentation is the process by which you divide your customers up based on common characteristics – such as demographics, time… read more

Customer Satisfaction

Simply, a customers satisfaction is a measurement that determines how well a company's products or services meet customer expectations. Customer… read more

Customer Loyalty

Customer loyalty is the act of choosing a company's products and services consistently over their competitors. Customers' loyalty refers to… read more

Customer lifetime value

Customer lifetime value is the total worth of a customers business over the whole period of their relationship with your company.… read more

Customer journey mapping

Customer journey mapping is the process of creating a customer journey map, a visual story of your customers' interactions with… read more

Customer expirence

Customer experience or client service is cognitive, when it evokes feelings sensory, and emotional actions or responses during all stages… read more

Customer engagement platform

A customer engagement platform records every interaction you have with prospects and customers. Every email, social media conversation, live chat… read more

Customer effort score

Customer Effort Score (CES) are stats obtained from a Customer Satisfaction Survey that measures customer loyalty to a product or… read more

Customer dissatisfaction

Customer dissatisfaction is the downfall to many products. It happens when customer expectations are not only not met, but also… read more

Customer care

Customer care is a service to customers before, during, and after a purchase. This success of such interactions is dependent… read more

Computer telephony integration

Computer telephony integration, also know as computer–telephone integration or CTI, is a common name for any technology that allows interactions on a… read more

Corporate social responsibility

Corporate Social Responsibility, also known as "CSR", is the basis that a business has a responsibility to do good. CSR… read more

Cross selling matrix

A Cross sell matrix is the process of selling an additional products or services to existing customers. The main purpose… read more

Courtesy Callback

Courtesy Callback gives a caller an option to have an customer agent return their call. This option limits the time a… read more

Cost per call

Cost per call measures the amount in dollars it takes to handle a single call. While the measure seems highly specific,… read more

Conversational monitor system

A Conversational Monitoring System is a simple interactive single-user operating system. CMS was originally developed as part of IBM's CP/CMS… read more

Commerce by voice

Voice commerce technology helps reduce the end-users dependence on hardware and allowing them to use Voice Commands to search and… read more

Co-browsing

Considered in the context of web browsing, is the joint navigation through the Internet with two or more people accessing… read more

Cloud computing

Cloud computing is the delivery of computing services; including servers, storage, databases, networking, software, analytics, and intelligence over the Internet… read more

Conversational analytics

Conversational analytics is the task of extracting very exact data from human speech and conversation using Natural Language Processing. Then… read more

Culture

Culture is an umbrella term which encompasses the social behavior and norms found in human societies, as well as the… read more

CRM cross selling

Cross-selling using a CRM is to sell related or complementary products to an existing customer. Cross-selling is one of the most effective… read more

Cost benefit analysis

Sometimes called benefit–cost analysis, is a systematic approach to estimating the strengths and weaknesses of alternatives. This is the process… read more

Contact center as service

Contact center as a service (CCaaS) is a framework that combines contact center hosting principles and Cloud based contact center infrastructure. read more

Contact management

A contact manager is a software program that enables users to easily store and find contact information, such as names,… read more

Content spoofing

Referred to as content injection, arbitrary text injection” or virtual defacement, is an attack targeting a user made possible by… read more

Cloud contact center

A cloud contact center is an internet-based facility that handles all inbound and outbound customer calls for a company. read more

Cloud call center

A cloud call center is a web-accessible platform for handling customer calls and interactions. Then, customers continue to increase their use… read more

Cloud based software

Cloud-based computing (also called Software as a Service, or SaaS) allows users access to software applications that run on shared computing… read more

Customer Voice

The aggregate assessment of a client's requirements and expectations may be ascertained via customer feedback, customer service professionals, or call… read more

Customer engagement platform

MetaVerse/Facebook, YouTube, Twitter, Pinterest, Instagram, TikTok, LinkedIn, Discord, Reddit are platforms where the Brand or client can communicate with each… read more

Conversion rate optimization

When doing online marketing the conversion rate optimization (CRO) is a strategic approach to increasing the percentage of website visitors… read more

Conversational Commerce

Conversational commerce is the process of interacting with a product/ brand or making a purchase through a voice assistant or… read more

Conversational user interface

A conversational user interface that has the ability of artificial intelligence-supported chatbots to have verbal and written interactions with human… read more

Conversational AI

The technology behind Conversational Artificial Intelligence is complex application of machine learning involving a multi-step process that requires a massive… read more

Conversation rate

A measure of a Product Specialist’s sales proficiency. The number of sales made divided by the number of calls taken.… read more

Contract staffing

A service used by call centers in which staff from separate sources are employed to work in the call center.… read more

Contingency planning

Describes preliminary actions to be taken in the case of unfavorable situations within a business. Defines actions to be taken… read more

Contact management

A system that tracks lines of communication to organize call center information. Processed through software applications. read more

Contact center quality assurance

Quality Assurance (QA) is a business process that ensures products and services meet an internally agreed standard. read more

Contact center outsourcing

Contact center outsourcing refers to the business strategy of partnering with an external company to manage customer contacts. The outsourced… read more

Contact center management

As defined by the International Customer Management Institute (ICMI), the art of having the right number of properly skilled people… read more

Contact center as a service

A cloud-based contact center solution that enables companies to use the provider’s software. read more

Contact center

Usually synonymous with call center. A contact center will handle email, chat, social media, SMS and faxes – not just… read more

Contact

Any communication between a customer or prospect and a Product Specialist, primarily through a call, email, chat, fax, letter, social… read more

Consumer Affairs

Any action taken by a customer to express their questions, concerns or comments about a product, service, policy or action… read more

Concierge

Product Specialists who assist customers with a wide range of services related to the company or product, often going beyond… read more

Computer telephony integration

The amalgamation of the telephone and computer system, which holds the database from which the company functions. This provides for… read more

Computer simulation

A computer technique to predict the outcome of various events in the future, given many variables. When there are many… read more

Completed call

A call that has undergone total treatment by a Product Specialist. completed call. A contact that is handled to completion… read more

Compliance

Compliance is the ability to adhere to an order or a set of rules. These rules may be internal to… read more

Customer service chatbot

A customer service chatbot is a chatbot that utilizes artificial intelligence (AI) and machine learning to respond to common consumer… read more

Common causes

Causes of variation that are inherent to a process over time. They cause the rhythmic, common variations in the system… read more

Command center analysts

People within a contact center Command Center who assess real-time reporting and situations to make workforce adjustments as needed. read more

Command center

A group within a call center program that has responsibility for such workforce management functions as real-time schedule adherence, agent… read more

Collateral duties

Business activities that don’t require phone calls. These duties can be allotted to improve utilization. read more

Collaborative browsing

Synchronized internet browsing by at least two people, known as co-browsing. This can be used by Product Specialists to guide… read more

Cold transfer

This is the telecommunications technique that sends a customer call from its current destination to another phone location or agent… read more

Coaching

The process of optimizing Product Specialist and program performance through positive reinforcement and encouragement. Conducted in conjunction with call monitoring… read more

Coach

The person who provides additional support and technical knowledge to agents additionally called a Team Leader. read more

Cold call

Cold calls are unsolicited calls placed by contact centers to prospective customers, usually with the intention of making a sale… read more

Content spoofing

Content spoofing is a type of exploit used by a malicious hackers to present a faked or modified Web site… read more

Contact center

A contact center handles all forms of communication, not only voice calls but email, letters, social media, and instant messaging. read more

Conditional routing

Conditional routing allows an Automatic Call Distributor (ACD) to route calls intelligently by factoring in contextual and performance information. read more

Computer telephony integration

A method of connecting your telephone system to your database. Most commonly this will allow you to pop the caller’s… read more

Cloud computing

A remote means of offering a system, service or solution utilizing a Wide Area Network (WAN) or, more locally, across… read more

Clienting

The retail practice of building customer relationships by suggesting purchase selections based on data from previous purchases. Another layer of… read more

Client/Server architecture

An arrangement of computers and computer systems that all share an infrastructure in which their capabilities and devices are combined. read more

Click to chat

A service that facilitates an online chat, or instant message conversation, about a product or service, typically initiated via icon… read more

Customer relationship management

This is a system that helps in identifying the customers’ needs, improving customer interactions, customizing contacts, sales approaches, and automation… read more

Computer telephony integration (CTI)

This is the power to automatically combine voice and data at the agent desktop. it's additionally called screen pop –… read more

Call Recording

It is a technology that permits call centers to capture and record all customer and agent telephony interactions. The caller… read more

Calling Line identity

A technology that uses Computer Telephony Integration software to match a customer’s number and their previous call records. read more

Customer experience management

Procedures adopted by a company to track the interactions between a customer and the call center agents. read more

Call guide

A tool (or template) that outlines the natural flow of the decision, providing Product Specialists with inquiries to ask and… read more

Call greeting

This is the salutation to the customer at the beginning of a call with a Product Specialist, or agent. The… read more

Call forcing

An ACD feature that automatically delivers calls to agents who are available and prepared to require calls. They hear a… read more

Call drivers

A call driver is the reason that somebody had called into the call center. Contact centers often measure and analyze… read more

Call detail recording

Data on each call, captured and stored by the ACD. Can include trunk used, time in queue, call duration, agent… read more

Call control variables

The set of criteria the ACD uses to process calls. Examples include routing criteria, overflow parameters, recorded announcements and timing… read more

Call closing

The end of a call between a customer and agent, or Product Specialist, which can include elements on the agent’s… read more

Call center service level

Can refer generally to agreed-upon levels of service in either an outsourced or internal center environment. The term service level… read more

Call center outsourcing

Call center outsourcing refers to the business strategy of partnering with an external company to manage customer contacts. The outsourced… read more

Call center forecasting

Calculations supported rigorous mathematics and skills that are accustomed to predict This is the salutation to the customer at the… read more

Call center attrition

Agents also referred to as Brand Specialist, Product Specialist, Customer Service Representative, Fronters, Qualifiers, Appointment Setters tend to have a… read more

CALL CENTER

A center may be a department or an office within which incoming and outgoing telephone and voice calls from new… read more

Call center manager

This is someone who is answerable for budget execution, operation, business performance and overall direction of the decision center management… read more

CALL BLENDING

It is a competent strategy to smoothen the demand for inbound and outbound calls. This works effectively during a situation… read more

Conversational AI

Conversational Ai is a set of technologies that is frequently used to refer to messaging apps, chatbots, and voice-activated assistants or… read more

Customer intent

Customer intent is described as the thoughts that influence a customer's purchasing decisions or behaviors. Customer Intent is often referred… read more

Chatbot

Chatbot is a computer software application that mimics human communication or "chatter" through text or voice interactions read more

Chat channels

Chat channels are technologies that enable businesses to participate in live discussions with their consumers. read more

CURIOSITY ARTIFICIAL INTELLIGENCE ?

Curiosity artificial intelligence is a computer simulation of human curiosity. read more

Customer intent or consumer intent

Customer service representative

D

DSAT

WHAT IS DSAT? DSAT is a measurement in Customer Service, Contacts Centers or BPO. It is an abbreviation for Customer… read more

DNIS

WHAT IS DNIS? Dialed Number Identification Service is offered by telecom companies to corporate clients which identify the originally dialed… read more

DNC

WHAT IS DNC? The National “Do Not Call” Registry is a database maintained by the United States Federal Government, listing… read more

Digital to Analog conversation

WHAT IS A DIGITAL-to-ANALOG CONVERSATION? A digital-to-analog converter is a system that converts a Digital Signal into an Analog Signal.… read more

DID/DDI

WHAT IS DID / DDI? Direct inward dialing, also called direct dial-in in USA & Europe, is a telecommunication service… read more

Delphi Method

WHAT IS THE DELPHI METHOD? The Delphi Method or Delphi Technique is a structured communication technique or method, originally developed… read more

Delayed Call

WHAT IS A DELAYED CALL? In telecommunications, a delay occurs when a call arrives at an automatic switching device and no… read more

Delay

WHAT IS A DELAY? The period of time by which something is late or postponed. read more

Deep fakes

WHAT ARE DEEP FAKES? Deepfake is synthetic media in which a person in an existing image or video is replaced… read more

Deep web

WHAT IS THE DEEP WEB? The Deep Web, the invisible web, or the hidden web are parts of the World… read more

DPI

WHAT IS DPI? DPI is simply Deep Packet Inspection, an advanced method of examining and managing network traffic. It is a… read more

Data analyst

WHAT IS A DATA ANALYST? A Data Analyst reviews data to identify key insights into a business’s customers and ways the… read more

DASS1

WHAT IS DASS1? Digital Access Signaling System 1 (DASS1) is a proprietary protocol defined by British Telecom to provide ISDN services in the UK. It is now obsolete,… read more

DAC

WHAT IS DAC? DAC, or digital to analog converter, is the device that translates digitally stored information from a laptop,… read more

D2C

WHAT IS D2C? D2C is Direct-to-Consumer or Business-to-Consumer is the business model of selling products directly to customers and thereby… read more

DEEP LINKING

WHAT IS DEEP LINKING? Deep Linking is the use of a hyperlink that links to a specific, generally searchable or… read more

Deep Learning Agents

WHAT IS DEEP LEARNING AGENTS? Deep Learning Agent is any autonomous or semi-autonomous Ai driven system that uses deep learning… read more

Deep Learning

WHAT IS DEEP LEARNING? Deep learning is part of a family of machine learning methods based on artificial neural networks… read more

Deep Archive

WHAT IS DEEP ARCHIVE? A deep archive is a storage location for retired data that will probably not be accessed… read more

Do not call list (DNC)

WHAT IS A DO NO CALL LIST? Consumers can register multiple phone numbers on the DNC Registry by registering online… read more

Dip check

When a Quality Control Analyst or Contact Center Manager quickly analyses customer contacts to find one specific type of problem… read more

Dialed number

The number that the caller or software dialed to initiate the call. read more

Disaster recovery plan

A carefully planned out design for routing calls to a different site in case of an emergency or disaster; additionally… read more

Dynamic network routing

A service provided by telephone companies that allows the call center to dynamically change where calls are routed to. read more

Dynamic answer

An ACD feature that automatically configures the number of rings before the system answers calls based on actual calls in… read more

Drivers

Guidelines that affect a potential outcome, which may or may not be controlled by management and staff. read more

Do not call

This registry that logs telephone numbers of locations that ask NOT to be called. This will keep you away from… read more

Document management system

Large call centers handle a constant amount of incoming mail, and are opened and scanned into a DMS for electronic… read more

Documentation

Accurately detailed account of all aspects, features and content of each customer conversation while talking to an agent in a… read more

Deep analytics

Deep analytics is the process of applying data mining and data processing to analyze and find large amounts of data… read more

Direct dial inward

Directed Dialog refers to the several strategies implemented in a contact center to route a live call to an appropriate… read more

Direct message

A "DM" is a direct message to one person. It is a private form of messaging used on many applications. read more

Direct to consumer

Describes the business relationship of selling to the consumer without a mediator. read more

Dialed number identification service DNIS

DNIS operates like direct inward dial (DID) or direct inward dialing service, and when used with toll-free lines, it enables… read more

Desktop applications

Your business software that processes tasks necessary for a company to function. A lot of desktop applications may also include… read more

Delay time

Refers to the time callers are waiting for a Product Specialist to connect and answer. During this time the caller… read more

Delay announcement

Callers on hold listen to music or a recording as they await a Product Specialist, recordings encourage callers to wait… read more

Day of week routing

A network service that delivers calls to alternative locations based on the day of the week. With an option to… read more

Database call handling

ACD works in sync with the database storage to process calls and work based on information in a database. Look… read more

Database

A software application that allows for the storing and compilation of relationship information of customers collected over time. read more

Data warehouse

A central data storage environment with the capability of integrating large amounts of data sources. read more

Detection of voice activation

Voice activation detection (VAD) is a software program used in Voice over IP (VoIP) that enables a data network delivering… read more

Design of the voice

The voice design process includes designing and mapping all potential interactions between a voice assistant and an end user. read more

Data mining

Data mining is a process of extracting and discovering patterns in data sets involving methods at the intersection of machine… read more

Directed call routing

The process whereby an automatic call distributor (ACD) can route a call based on data provided by a caller and… read more

Data aberration

This occurs when the data gets in a traffic jam and deviates off the usual path. Data aberrations are not… read more

Dashboard

A dashboard is an at-a-glance report of imperative statistics relating to a contact center's performance. A display of data showing… read more

Dialog flow

Dialog Flow is a platform for chatbots that simplifies the process of designing and integrating a conversational user interface into… read more

Deepfake AI

Deep Fake (alternatively spelled deepfake) is a subset of artificial intelligence that is used to generate convincing pictures, audio, and… read more

DIGITAL AGENT

Digital Agents Digital Agents automate and therefore streamline your most repeated business operations in the most efficient manner. Integrated and… read more

Digital Twin

It is a virtual representation of a real object dependent on the digital thread—the lowest-level design and specification for a… read more

E

ESCALATION MANAGEMENT

WHAT IS ESCALATION MANAGEMENT? Escalation Management is the process of prioritizing customer service concerns, ranking questions based on severity, and ensuring… read more

Explanatory Approach

WHAT IS AN EXPLANATORY APPROACH? The explanatory approach is a way of describing or explaining something to help people understand;… read more

ESCALATION PLAN

WHAT IS AN ESCALATION PLAN? An escalation plan is a set of procedures that helps in dealing with a potential… read more

ERROR RATE

WHAT IS ERROR RATE? When measuring participants’ performance using a task with multiple trials, the error rate is the proportion… read more

ERLANG CALCULATOR

WHAT IS A ERLANG CALCULATOR? The Erlang Calculator is a mathematical calculation that allows for the calculation of the number… read more

ERLANG

WHAT IS ERLANG? Erlang is a programming language used to build massively scalable soft real-time systems with requirements on high… read more

Equivalent Random Theory

WHAT IS EQUIVALENT RANDOM THEORY? A random variable is a mathematical formalization of a quantity or object which depends on… read more

ENVELOPE SCHEDULING

WHAT IS ENVELOPE SCHEDULING? Envelope scheduling is a contact center scheduling technique that addresses the fact that call volume changes… read more

Enterprise Resource Planning

WHAT IS ENTERPRISE RESOURCE PLANNING? ERP software contains applications that automate business functions like production, sales quoting, accounting, and more. read more

End of Service

This would be the end of the working day in the contact center. It is when the contact center stops… read more

Emoji or emoticon

Emojis and emoticons are images of faces used in text-based communication to express emotion. read more

Email

Electronic mail sent via the internet and mail client. This could be to 1-1000 recipients to save time from standard… read more

E-Learning

Learning online via the internet by online classes and testing. read more

Efficiency metrics

Calculations based on the effectiveness of a result based on the set goals required to deliver the result. read more

Economies of scale

Using resources in the most cost-effective manner. An idea based on the premise that businesses do well and can become… read more

End of call disposition

The outcome of the call and giving that record a disposition that indicates the primary reason and its result. This… read more

Empathy

Carl Rogers, a psychologist, given the term "empathy." empathy refers to a telephone agent's capacity to imagine themselves in the… read more

Exception to the schedule

Time is deducted from an employee's work schedule to account for ongoing training, meetings, unanticipated absences, unscheduled breaks, and other… read more

Explainable AI

Explainable Ai is a kind of artificial intelligence in which the solution's outcome is understandable to humans. read more

Erlang calculator

The Erlang Calculator is a mathematical calculation that allows you to calculate the number of staff that you need for… read more

Erlang

A metric for calculating the amount of telecommunications traffic. In an hour, one erlang represents 3,600 seconds of usage. In… read more

ENVELOPE SCHEDULING

A determined scheduling of Product Specialists above a forecasted number of incoming calls that will also allow the call center… read more

Emotional intelligence EI

Emotional Intelligence EI, Emotional Intelligence additionally called Emotional IQ is often defined as the ability to not only perceive and… read more

F

Funnel forecasting

Funnel forecasting is a way to visualize the process of turning leads into customers. Imagine a classic funnel shape. A… read more

Full time equivalent

Full-time equivalent, or whole time equivalent, is a unit that indicates the workload of an employed person in a way… read more

FLICKr

Flickr is an American image hosting and video hosting service, as well as an online community, founded in Canada and… read more

First call resolution

A First Call resolution is an important call center performance metric and element of customer relationship management (CRM). The term… read more

First attempt

First attempt - an act of trying to achieve something, typically one that is unsuccessful or not certain to succeed. read more

Fast clear down

Fast Clear Down or FCD refers to the situation when a customer is calling the contact center, and upon hearing a… read more

Federal communication commission

The Federal Communications Commission is an independent agency of the United States federal government that regulates communications by radio, television,… read more

Facebook private message

The messages are end-to-end encrypted, which means not even Facebook can access them. However, while these encryption options are on… read more

Facebook complaint

Feedback from the people who use Facebook has helped us redesign our products, improve our policies and fix technical problems.… read more

Facebook comment on wall post

To post a comment on another person's Facebook wall or timeline, look for the "Comment" link under that person's post. If… read more

Facebook

Meta Platforms, Inc., doing business as Meta and formerly known as Facebook, Inc., is an American multinational technology conglomerate based… read more

Flushing out the queue

Flushing Out the Queue is an application that impowers inbound call center agents to flush or push contacts, such as… read more

Full coverage scheduling

Running a busy call center, managing team schedules, shift changes or absences can take up a lot of your time… read more

Flow chart

A flowchart is a type of diagram that represents a workflow or process. A flowchart can also be defined as… read more

Federal education right and privacy act

The Family Educational Rights and Privacy Act protects the privacy of student education records nationally. It gives parents and students… read more

Fast clear down

Call center terminology used when referring to callers who choose to disconnect their call immediately after hearing that there will… read more

Failure Demand

In call centers, "failure demand" refers to when a contact calls in citing a problem or issue with the company… read more

FACEBOOK

A social media platform where old and new friends, families and co-workers can share pictures, events and stay connected. Only… read more

Flushing out the queue

Changing thresholds to shift calls waiting for an agent or group to another group with a shorter backlog or more… read more

First call resolution FCR

FCR is a metric used to determine the success of each interaction during a conversation. Typically specified in terms of… read more

FULL-TIME EQUIVALENT (FTE)

A full-time equivalent employee works full-time. The following formula is used to determine the number of full-time equivalent positions required… read more

Federal communication commission FCC

The Federal Communications Commission, abbreviated as the FCC, is an independent United States Government agency charged with supervising and regulating… read more

G

Green Building

WHAT IS A GREEN BUILDING? A green building is a building that, in its design, construction or operation, reduces or… read more

Great Customer Service

WHAT IS GREAT CUSTOMER SERVICE? Excellent customer service involves going the extra mile to make a customer happy and satisfied… read more

GRADE OF SERVICE

WHAT IS GRADE OF SERVICE? Grade of Service is calculated from the average of the busy hour traffic intensities of… read more

GOOGLE AI

WHAT IS A GOOGLE AI? Google Duplex is an unusual AI project active in most of the US, as well… read more

Gigabyte Circuit

WHAT IS A GIGABYTE CIRCUIT? The term gigabyte has a standard definition of 10,003 bytes, therefore, one gigabyte is one… read more

Gateway for Broadband Voice

WHAT IS GATEWAY BROADBAND VOICE? A broadband voice gateway is a device that allows you to make telephone calls over… read more

Gap analysis

A gap analysis is the process companies use to compare their current performance with their desired, expected performance. read more

Geo targeting

Geo Targeting is the process of providing users with localized or Location Specific content online based on their geographic location. read more

Google analytics

Google Analytics is a straightforward, easy-to-use tool that enables website owners to track how their visitors interact with their content.… read more

Grade of service (GOS)

GOS Grade of Service (GOS) The likelihood that a call will not be connected to a system due to the… read more

Geo-targeting

GeoTargeting strategy for local business is quite a popular marketing method based on casting a smaller net and targeting your… read more

H

Home Agent

WHAT IS A HOME AGENT? In the working at home model, employees have more flexibility to get work done when… read more

Historical Reports

WHAT ARE HISTORICAL REPORTS? Returns all Issues from a specified time period that also match the selected assignment, status, and… read more

High Performance Building

WHAT IS A HIGH PERFORMANCE BUILDING? The term ‘high-performance building’ means a building that integrates and optimizes on a life… read more

HELP DESK

WHAT IS A HELP DESK? End users turn to Help Desks in order to resolve issues they may experience within… read more

HEALTHY BUILDING

WHAT IS HEALTHY BUILDING? Healthy building refers to an emerging area of interest that supports the physical, psychological, and social… read more

Healthcare Call Centers

WHAT ARE HEALTHCARE CALL CENTERS? Healthcare Call Centers are outsourced teams that help healthcare organizations with inbound calls. They the… read more

HIPAA

WHAT IS HIPAA? The Health Insurance Portability and Accountability Act of 1996 (HIPAA) is a federal law that required the… read more

HASHTAG

WHAT IS A HASHTAG? A hashtag is a metadata tag that is prefaced by the hash (or pound) sign, #.… read more

HANDLED CALLS

WHAT IS HANDLED CALLS? The handled call is a term widely used in outsourced call centers to indicate the number… read more

Handle Time

WHAT IS HANDLE TIME? Handle time is a customer service metric that measures the average length of a customer’s call.… read more

Horizontal scheduling

The Schedule Horizon is the period of time between the development of a schedule and its subsequent cycles. Schedules can… read more

Hearing Aid

The hearing aid was able to discriminate between a broad range of sounds by using Ai capabilities. read more

I

ISO 9001/2000

WHAT IS ISO 9000? The ISO 9001/2000 Family of quality management systems is a set of standards that helps organizations… read more

Invisible Queue

WHAT IS AN INVISIBLE QUEUE? An invisible queue is a call waiting queue where the waiting callers are not aware… read more

Intranet

WHAT IS AN INTRANET? An intranet is a secure private network within an enterprise that is used to securely share… read more

Intra Day Statistics

WHAT ARE INTRADAY STATISTICS? Intraday statistics refer to the time reports that provide comprehensive details of what is happening in… read more

Internet Phone

WHAT IS AN INTERNET PHONE? A VoIP phone system is a technology to make phone calls through your internet connection… read more

Internet “Call Through” Transaction

WHAT IS A CALL-THROUGH TRANSACTION? Internet “Call Through” Transaction. This term is referring to a process that allows a customer… read more

Internet “Call Me” Transaction

WHAT IS AN INTERNET CALL ME TRANSACTION? An Internet call me transaction is an outbound call initiated by a contact… read more

INTERNAL RESPONSE TIME

WHAT IS INTERNAL RESPONSE TIME? The internal response is the character’s reaction to the initiating event. The response can talk… read more

Internal Help Desk

WHAT IS AN INTERNAL HELPDESK? An internal help desk allows your support members to quickly track and resolve internal issues.… read more

INTERFLOW

WHAT IS INTERFLOW? The meaning of INTERFLOW is a flowing into one another: a mixing together. How to use interflow in a… read more

Interactive Voice Response (IVR)

WHAT IS IVR? Interactive voice response is a technology that allows humans to interact with a computer-operated phone system through… read more

Intelligent Network Service (INS)

WHAT IS AN INTELLIGENT NETWORK? The Intelligent Network is the standard network architecture specified in the ITU-T Q.1200 series recommendations.… read more

Integrated Services Digital Network

WHAT IS ISDN? Integrated Services Digital Network is a set of communication standards for simultaneous digital transmission of voice, video,… read more

INSTRUCTOR LED TRAINING

WHAT IS INSTRUCTOR LED TRAINING? Instructor–led training is any kind of training that occurs in a training room, typically in an office, classroom, or conference room. read more

INSTAGRAM

WHAT IS INSTAGRAM? Instagram is an American photo and video sharing social networking service founded in 2010 by Kevin Systrom… read more

Information Technology (IT)

WHAT IS INFORMATION TECHNOLOGY Information technology is building communications networks for a company, safeguarding data and information, creating and administering… read more

Incremental Revenue (Value) Analysis

WHAT IS INCREMENTAL REVENUE? Incremental Revenue refers to the additional revenue generated from an additional quantity of sales. The incremental… read more

Immutable Law

WHAT IS IMMUTABLE LAW? Not mutable; not capable or susceptible of change; unchangeable; unalterable. Immutable Laws are a blend of… read more

IN BOUND SALES

WHAT IS MEANT BY IN BOUND SALES? Inbound sales begin when a lead comes from a potential customer reaching out… read more

Imaging

Imaging technology used by contact centers is the ability to provide a realistic, multimedia like experience of a agent over… read more

Incoming call center management

It's having the right number of skilled people and supporting resources in place at the right times to handle an… read more

INTERACTIVE VIRTUAL ASSISTANTS (IVAs)

Today’s customer experience is constantly evolving. It’s not just about finding your customers where they are; it’s also about anticipating… read more

J

Judgmental Forecasting

WHAT IS JUDGEMENTAL FORECASTING? Judgmental forecasting methods incorporate intuitive judgment, opinions, and subjective probability estimates. Judgmental forecasting is used in… read more

Job Evaluation

WHAT IS A JOB EVALUATION? Job evaluation is the process of comparing a job against other jobs within the organization… read more

Job Description

WHAT IS A JOB DESCRIPTION? A job description is a written narrative that describes the general tasks, or other related… read more

Java Telephony Application Programming Interface (JTAPI)

WHAT IS JTAPI? JTAPI consists of a set of language packages and the core package provides the basic framework for… read more

Java

WHAT IS JAVA? Java is a high-level, class-based, object-oriented programming language that is designed to have as few implementation dependencies… read more

K

Knowledge Management System

WHAT IS KNOWLEDGE MANAGEMENT SYSTEM? Knowledge management software is a subset of enterprise content management software, which contains a range… read more

Key Performance Objective (KPO)

WHAT IS KEY PERFORMANCE OBJECTIVE? Key performance objectives (KPOs) are often used to refer to outcomes for your team, or… read more

Key Performance Area (KPA)

WHAT IS KEY PERFORMANCE AREA? This acronym stands for Specific, Measurable, Attainable, Realistic, and Time-bound. This is a useful touchstone… read more

L

LTV

WHAT IS LTV? Lifetime Value or LTV is an estimate of the average revenue that a customer will generate throughout their… read more

WHAT IS LTE-BASED VOICE (VoLTE)? Voice over Long-Term Evolution (VoLTE) is an LTE high-speed wireless communication standard for mobile phones and data terminals, including Internet of things (IoT) devices… read more

Lost Calls

WHAT ARE LOST CALLS? When your customer calls and none of your call specialists answer the call, it is a… read more

Longest Waiting Agent

WHO IS THE LONGEST WAITING AGENT? The longest time a contact has been waiting to speak to a call center… read more

Longest Delay to Abandoning

WHAT IS THE LONGEST DELAY TO ABANDONING? Longest Delay to Abandon is an important metric that is used to supervise… read more

Longest delay in queue (LDQ)

WHAT IS THE LONGEST DELAY IN QUEUE? The longest delay is defined as the highest amount of time a caller has… read more

Longest Delay

WHAT IS THE LONGEST DELAY? Network delay is a design and performance indicator of a telecommunications network. It measures the latency… read more

Longest Available Agent

WHO IS THE LONGEST AVAILABLE AGENT? The longest available agent is the call agent who has lasted the most period… read more

Longest Distance Call

WHAT IS A LONG-DISTANCE CALL? Long Distance Toll Service includes all calls outside the local exchange and local toll service… read more

Long Call

WHAT IS A LONG CALL? In telecommunications, a long-distance call (U.S.) or trunk call (also known as a toll call… read more

Longest Available Agent

WHO IS THE LONGEST AVAILABLE AGENT? The longest available agent is the agent who has lasted the most period without… read more

Local Exchange Carrier (LEC)

WHAT IS A LOCAL EXCHANGE CARRIER? Local exchange carrier is a regulatory term in telecommunications for the local telephone company.… read more

Local Area Network (LAN)

WHAT IS A LAN? A local area network is a computer network that interconnects computers within a limited area such… read more

Load Balancing

WHAT IS LOAD BALANCING? In computing, load balancing refers to the process of distributing a set of tasks over a… read more

Live Monitoring

WHAT IS LIVE MONITORING? The Live Monitoring feature provides authorized users with the ability to monitor live interactions within the organization. read more

Live Chat

WHAT IS LIVE CHAT? Live Chat is an online customer service software, help desk software, and web analytics capabilities. Live… read more

Lifetime Value (LTV)

WHAT IS LIFETIME VALUE? Lifetime Value an estimate of the average revenue that a customer will generate throughout their tenure… read more

Level Zero Solvable

WHAT IS LEVEL ZERO SOLVABLE? It is a metric, level zero solvable measures the percent of incidents resolved by the… read more

Legacy Systems

WHAT IS A LEGACY SYSTEM? Legacy system is an old or outdated system, technology or software application that continues to… read more

Last mile delivery

A last-mile delivery center (LMSDC) or last-mile support center (LMSC), in the contact center industry, referring to customer service contact… read more

LAN

A local area network (LAN) is a collection of devices connected together in one physical location, such as a building,… read more

LAMA

In the Contact Center industry, a group may need to employ more agents using either the inbound call center marketing… read more

Labour saturation rate

Labor Saturation is the indefinite amount of regular employees to handle any task. When it is reached, in order to… read more

Law of diminishing returns

Business actions in the contact center of the law of diminishing returns refers to a situation where as you increase… read more

M

Murphys law

If anything can go wrong, it will. Worth considering when designing agent groups, routing configurations and disaster recovery plans. read more

Multiprotocol label switching

This is a routing technique in telecommunications networks that directs data from one node to the next based on short… read more

Multimedia

Different methods of communicating information. A regular phone call transporting multimedia information over heterogeneous wide area networks referred to as monomedia,… read more

Multilingual agents

Agents that are skilled in handling calls in more than one language. read more

Multichannel

This term is used to describe the contact center that offers customer service through various communication channels such as text,… read more

Monitoring

Position Monitoring or Service Observing is the process of listening to agents’ telephone calls for the purpose of maintaining quality.… read more

Modem

Converts analog signals to digital ones, as well as vice versa. Contraction of the terms modulator and demodulator. read more

Mobile unified communications

Mobile Unified Communications is used in contact centers. Mobile UC is a contact center technology that impowers businesses to stay… read more

Mission Statement

A broad and general statement that declares a company or organization’s aim and how it will go about achieving it. read more

Middleware

Middleware is a type of computer software that provides services to software applications beyond those available from the operating system.… read more

Metrics

A unit of measurement for any given performance calculation. How performance in a Contact Center is measured. A measure of… read more

Medical phone answering service

A Call Center that provides HIPAA compliant services for medical, dental or health care practices, such as 24-hour live answering… read more

Medical call center

Medical Call Centers support a number of different functions, which can include appointment scheduling; triage; physician answering service and on… read more

Maximum delay to answer

The length of time a customer has waited in queue before being assisted by a Product Specialist. read more

Maximum delay to abandon

The length of time a customer has waited without being connected to a Product Specialist before hanging up, or disconnecting,… read more

Master service agreement

A contract negotiated between parties to specify terms that will govern future transactions. read more

Marketing Agency

An organization that targets, personalizes, engaging Advertising with measurable results. read more

Manufacturers serial number

In the business world, MSN is an individual number or sometimes a code that is assigned to a node. read more

Management information systems

In a call center environment, managers and specialists stay aware of information of performance through server connection, wallboards, real-time displays,… read more

Management by walking around

A walk around manager or supervisor physically walks through the contact center to over please status and quotas. read more

Make busy

Make Busy A Product Specialist status that excludes the specialist from accepting incoming contacts. read more

Magic quardrant

Magic Quadrant Gartner Magic Quadrant research methodology provides a graphical competitive positioning of four types of technology providers in fast-growing… read more

Machine learning

In artificial intelligence, Machine Learning is how a computer system can learn using data with little or no direct human… read more

M-commerce

Today’s Mobile Commerce. Electronic trade conducted over cell phones, tablets or other devices. read more

Mobile computing definition

Push Voice is a service that allows the functionality often associated with PBX-based phone systems to be used on cellular… read more

Morphing of the voice

Voice morphing is the artificial altering of a person's natural voice via software. The objective may be to enhance the… read more

Microsoft cognitive services

Microsoft Cognitive Services are a purpose-built set of artificial intelligence algorithms and application programming interfaces (APIs) that enables developers to… read more

Machine learning bias

Ai bias exhibits itself in a variety of ways. Human developers cognitive biases have an effect on machine learning models… read more

Messenger

What is a Messenger read more

N

NPS

WHAT IS NPS? Net promoter score is a widely used market research metric that typically takes the form of a… read more

NON-PEAK

WHAT IS NON-PEAK? The non-demand time, low demand; off-peak time. read more

NON-ACD CALLS

WHAT ARE NON-ACD CALLS? Non-ACD in calls is those inbound calls that are directed to an agent’s extension, instead of transferring… read more

NFT

WHAT IS A NFT? A non-fungible token is a financial security consisting of digital data stored in a blockchain, a… read more

NETWORKING

WHAT IS NETWORKING? A computer network is a set of computers sharing resources located on or provided by network nodes.… read more

NARROW Ai (Weak Ai)

WHAT IS NARROW Ai (Weak Ai)? Weak artificial intelligence is artificial intelligence that implements a limited part of the mind,… read more

Nuisance call

A nuisance call is an unwanted call which bothers the recipient multiple times. read more

NOT READY STATE

The state of a Product Specialist who is not currently available to take calls. The practice of routing the first… read more

Nonproductive agent time

The time which Product Specialists are being paid but are not on the phones also called off phone time. Includes… read more

Noice canceling headset

Headsets that minimize background noise in an effort to increase the focus of a Product Specialist to better assist customers. read more

Next available agent

A Call Distribution method that sends calls to the next agent who becomes available for a call. This method seeks… read more

Network interflow

A technology used in multi site call center environments to create a more efficient distribution of calls between sites. Through… read more

Network Control center

In a networked Call Center environment, people and equipment monitor real-time conditions across sites, change routing thresholds as necessary, and… read more

Net promoter score

Net promoter score is a widely used market research metric that typically takes the form of a single survey question… read more

Narrow AI

Weak artificial intelligence is artificial intelligence that emulates a subset of the human mind or, in the case of narrow… read more

O

Omnichannel

An extension of the multichannel approach, emphasizing the interaction across all channels for an enhanced shopping and customer care experience… read more

Off peak

The periods of time other than the Call Center’s busiest periods. A period of time when the Call Center is… read more

Offered calls

All attempts’ your callers make to reach the call center. There are three possibilities for offered calls: >They can… read more

Off the shelf

Hardware or software programs that are commercially available and ready for use as packaged. read more

Occupancy

Also referred to as agent utilization, occupancy is the percentage of time agents are handling calls versus waiting for calls… read more

P

PBX/ACD

Private Branch Exchange also referred to as a PBX is a programmable telephone system that businesses use to create extensions for… read more

Processing of voice

The technology frequently used in contact center enables the storing of voice, computer speech, and the computer's response to human… read more

Public Relations Agency

An Agency or company contracted to focus and concentrate their efforts to propagating, establishing and maintaining a positive brand and… read more

Peak traffic

The point when the contact center is receiving calls (traffic) into the telephone system is at its maximum level in… read more

Peak

It is the maximum level of volume pertaining to the amount of actual connected contacts in a specific measured time… read more

PBX

PBX/ACD Private Branch Exchange also referred to as a PBX is a programmable telephone system that businesses use to create… read more

Q

QUEUE

WHAT IS A QUEUE? With two meanings, in general, a queue is a line of people or things waiting to be… read more

QUALITY MONITORING

WHAT IS QUALITY MONITORING? Quality Monitoring applications enable call centers to score, evaluate and report on agent calls as a means… read more

QUALITY ASSURANCE (QA)

WHAT IS QUALITY ASSURANCE (QA)? Quality assurance is the term used in service industries to describe the systematic efforts taken… read more

QUALITY ANALYST

WHAT IS A QUALITY ANALYST? A quality analyst prepares and executes tests on software and other telecom solutions to make sure… read more

Quality center assurance

A quality assurance specialist will monitor inbound and outbound calls and emails responses to assess product status, technical accuracy, customer… read more

Queue visible

An automated announcement tells a caller of an anticipated wait time. This enables the caller to wait, terminate the call,… read more

Quality analyst

Quality Control is a critical responsibility of the Quality Analyst, who is constantly internally reviewing and analyzing all employees output… read more

Quality Assurance

Processes, activities and operations put in place by an enterprise, company, factory or organization to ensure that the requirements for… read more

QA evaluation sheets

Evaluation forms used for quality assurance monitoring and assessment of Brand Specialist interactions with customers. These EV forms provide a… read more

Quantitative forecasting

Future events can be forecasted using proven statistical techniques. Some practices may include explanatory and time series. Current time series… read more

R

Round Robin Distribution

WHAT IS ROUND-ROBIN DISTRIBUTION? A round-robin dispersed table is where the data is evenly distributed among all the distributions without the… read more

Ring Delay

WHAT IS RING DELAY? Ring Delay issues usually are lagging Wi-Fi signal strength and slow internet speeds. A poor Wi-Fi… read more

Reverse Address Resolution

WHAT IS REVERSE ADDRESS RESOLUTION? Reverse Address Resolution Protocol is an outdated computer communication protocol used by a client computer… read more

Revenue Metrics

WHAT ARE REVENUE METRICS? Revenue metrics and KPIs vary from business to business. But overall, five of the most commonly… read more

Revenue Generation

WHAT IS REVENUE GENERATION? For your business to bring in more money, there are only four methods to increase revenue;… read more

Returns Management

WHAT IS RETURNS MANAGEMENT? Returns Management, also identified as reverse logistics, is the process of dealing with products that are returned… read more

Retrial Tables

WHAT ARE RETRIAL TABLES? This meaning usually occurs after the Raw Data has been returned from the Call Center, and… read more

Retention Rate For Employees

WHAT IS THE RETENTION RATE FOR EMPLOYEES? In the calculation of the employee retention rate, you would divide the number of… read more

Rest Day Overtime

WHAT IS REST DAY OVERTIME? Rest Day Overtime does not require overtime pay for work on Saturdays, Sundays, holidays, or… read more

Responsible AI

WHAT IS RESPONSIBLE Ai? Responsible Ai is a governance agenda that documents how specific organizations are addressing the challenges around Artificial… read more

Response Time

WHAT IS RESPONSE TIME? Response Time in technology, response time is the time a system or functional unit takes to… read more

Request for a Proposal

WHAT IS A REQUEST FOR A PROPOSAL? A Request for Proposal is a document that asks for a proposal, often… read more

Reporting analyst

REPORTING ANALYST A reporting analysis has an approach because it pushes information to users. Data output typically takes the form… read more

Remote agents

WHAT ARE REMOTE AGENTS? Remote agents can work from locations other than their office or out-of-date contact center. Often agents… read more

REDIAL BUTTON

WHAT IS A REDIAL BUTTON? A redial button allows the last telephone number called to be called again with just a… read more

RECRUITERS

WHAT ARE RECRUITERS? Recruiters are experts in the finding, screening, and attracting of applicants for open positions. Recruiters own the entire… read more

RECORDED ANNOUNCEMENT ROUTE

WHAT IS A RECORDED ANNOUNCEMENT ROUTE? A recorded announcement route is a message that plays at the same time as… read more

RECORDED ANNOUNCEMENT

WHAT IS A RECORDED ANNOUNCEMENT? A recorded announcement is also known as a recorded voice announcement. It is a recorded voice… read more

REVIEW MONITORING

WHAT IS REVIEW MONITORING? Monitoring, evaluation, and review are not remote actions, they are parts of the same process. Monitoring is… read more

REAL-TIME MANAGEMENT

WHAT IS REAL-TIME MANAGEMENT? Call Center Management real-time, is proactively managing the contacts and queues of the day to ensure service… read more

RETWEET

WHAT IS A RETWEET? A retweet is a way you forward another user’s tweet to your followers. There are two… read more

Re-engineering

WHAT IS RE-ENGINEERING? The goal of reengineering is to lessen the complexity of a legacy system sufficiently so that it can… read more

REAL-TIME ALERTS

WHAT ARE REAL-TIME ALERTS? A type of alert that searches for the activity of call agents continuously in real-time. Real-time… read more

REAL-TIME ADHERENCE

WHAT IS REAL-TIME ADHERENCE? Real-Time Adherence is a call center system of measurement that helps you pinpoint employees that are currently… read more

READERBOARD

WHAT IS A READERBOARD? A reader board is a visual display board that conveys information about a wide variety of subjects,… read more

RARP

WHAT IS RARP? The Reverse Address Resolution Protocol is an obsolete computer communication protocol used by a client computer to… read more

RANDOM CALL ARRIVAL

WHAT RANDOM CALL ARRIVAL? When a call center receives calls notwithstanding any pattern or interval system, it is random call arrival. read more

RAMP-UP

WHAT IS RAMP-UP? To increase activity or the level of something. read more

RATIO of VARIANCE to MEAN

WHAT IS RATIO of VARIANCE to MEAN? The probability theory and in statistics, the index of dispersion, dispersion index, coefficient of dispersion, relative variance, or variance-to-mean ratio… read more

Ratio of Variance to Mean

WHAT IS VARIANCE TO MEAN? The difference between the greatest and lowest points during an hour or half-hour compared to… read more

Rosponse AI features

Powering Today’s Business Accomplishments “Within 3 years more than half of customers will select services based on a business… read more

Ration of variance to mean

The difference between the greatest and lowest points during an hour or half-hour compared to the period's average. A VMR… read more

Real time data

Real-Time Data Certain “real-time” data is, in fact, real time (e.g., calls in queue and current longest wait). Certain real-time… read more

S

SUPPORT SERVICES TRANSCRIPTIONS

WHAT ARE SUPPORT SERVICES TRANSCRIPTIONS? A transcription service is a business service that converts speech (either live or recorded) into a… read more

STRATEGIC VALUE

WHAT IS STRATEGIC VALUE? Strategic Value is the price a purchaser is willing to pay for a business, over and… read more

STATE CHART

WHAT IS A STATE CHART? The State Chart diagram describes the flow of control from one state to another state. States… read more

STAKEHOLDER

WHAT IS A STAKEHOLDER? In a corporation, a stakeholder can be a wide variety of people impacted or invested in… read more

Staggered Time

WHAT IS STAGGERED TIME? Staggered Time is a procedure where employees can vary their start and end times to suit their… read more

SPEED OF ANSWER

WHAT IS THE SPEED OF THE ANSWER? Just take the total waiting time for calls that were answered and divide it… read more

Speech Recognition

WHAT IS SPEECH RECOGNITION? Speech recognition is an interdisciplinary subfield of computer science and computational linguistics that develops methodologies and… read more

SPEECH ANALYTICS

WHAT IS SPEECH ANALYTICS? Speech Analytics is the process of analyzing recorded calls to gather customer information to advance communication… read more

SPAN OF CONTROL

WHAT IS THE SPAN OF CONTROL? The span of control is the term used in business, particularly human resource management.… read more

STANDARD OPERATING PROCEDURES

WHAT ARE STANDARD OPERATING PROCEDURES? A Standard Operating Procedure (SOP) is a set of thorough work instructions that describe each step… read more

SOFT SKILLS

Soft skills, also known as common skills or core skills, are skills applicable to all professions. These are public speaking,… read more

SOCIAL PRESENCE

WHAT IS SOCIAL PRESENCE? Social presence theory explores how the “sense of being with another” is influenced by digital interfaces… read more

SOCIAL MEDIA TRACKING

WHAT IS SOCIAL MEDIA TRACKING? Social media sites like Facebook, Twitter, and LinkedIn place trackers on other websites so they… read more

SOCIAL MEDIA ROI

WHAT IS SOCIAL MEDIA ROI? Social Media ROI is a metric showing the amount of value generated by your time working… read more

SOCIAL MEDIA RISK MANAGEMENT

WHAT IS SOCIAL MEDIA RISK MANAGEMENT? A Social Media Risk Management plan is a series of procedures to ensure an organization… read more

SOCIAL MEDIA RESPONSE GUIDELINES

WHAT ARE SOCIAL MEDIA RESPONSE GUIDELINES? Answering comments, mentions, and questions on social media is the most important aspect of your… read more

SOCIAL MEDIA RECRUITING

WHAT IS SOCIAL MEDIA RECRUITING? Social Media Recruiting is a strategy that combines fundamentals of employer branding and recruitment marketing to… read more

SOCIAL MEDIA MONITORING SOFTWARE

WHAT IS SOCIAL MEDIA MONITORING SOFTWARE? The most widely used application is KeyHole, a social media data reporting platform that… read more

SOCIAL MEDIA MARKETING

WHAT IS SOCIAL MEDIA MARKETING? Social media marketing is the use of social media platforms and websites to promote a… read more

SOCIAL MEDIA MANAGER

WHAT IS A SOCIAL MEDIA MANAGER? Social media managers are responsible for developing strategies to increase followers, creating and managing social… read more

SOCIAL MEDIA LISTENING TOOL

WHAT IS A SOCIAL MEDIA LISTENING TOOL? A Social Media Listening tool monitors and analyzes online conversations about your brand,… read more

Social Media Measurement

WHAT IS SOCIAL MEDIA MEASUREMENT? Social Media Measurement and Social Media Analytics or Social Listening is a way of identifying… read more

SOCIAL MEDIA FOR BUSINESS

WHAT IS SOCIAL MEDIA FOR BUSINESS? Social Media offers an easy and low-commitment way for potential customers to express interest in… read more

SOCIAL MEDIA SPECIALIST

WHAT IS A SOCIAL MEDIA SPECIALIST? Social Media Specialists are responsible for planning, implementing, and monitoring the company’s Social Media strategy… read more

SOCIAL MEDIA ANALYTICS

WHAT IS SOCIAL MEDIA ANALYTICS? Social Media Analytics is the procedure of collecting and analyzing audience data shared on social networks… read more

SOCIAL MEDIA

WHAT IS SOCIAL MEDIA? Social Media are interactive digital channels that enable the creation and sharing of information, ideas, interests,… read more

SNAPCHAT

WHAT IS SNAPCHAT? Snapchat is an American multimedia instant messaging app and service developed by Snap Inc., originally Snapchat Inc.… read more

SMS/800 DATABASE

WHAT IS THE SMS/800 DATABASE? Part of an FCC tariff, the SMS/800 Database is the central repository for toll-free numbers. It… read more

SMOOTH CALL ARRIVAL

WHAT IS SMOOTH CALL ARRIVAL? A Smooth Call Arrival occurs when the number of calls arriving at the contact center… read more

SMALL MEDIUM ENTERPRISE

WHAT IS A SMALL-MEDIUM ENTERPRISE? Small and medium-sized enterprises or small and medium-sized businesses are businesses whose personnel numbers fall… read more

SKYPE

WHAT IS SKYPE? Skype is a telecommunications application operated by Skype Technologies, a division of Microsoft, best known for VoIP-based… read more

SKIP LEVEL MEETING

WHAT IS A SKIP LEVEL MEETING? A skip-level meeting is a meeting where managers meet directly with employees, without that… read more

SKILL-BASED ROUTING

WHAT IS SKILL-BASED ROUTING? Skill-based routing is a call routing strategy where customers are assigned to agents with the most relevant… read more

SKILL SQUATTING (Voice Squatting)

WHAT IS SKILL SQUATTING (Voice Squatting)? Voice squatting is an occurrence vector for voice user interfaces that exploit homonyms (words that… read more

SIX SIGMA

WHAT IS SIX SIGMA? Six Sigma is a statistical and data-driven process that works by reviewing limited mistakes or defects. It… read more

SINGLE POINT OF FAILURE

WHAT IS A SINGLE POINT OF FAILURE? A single point of failure is a part of a system that, if… read more

SILENT MONITORING

WHAT IS SILENT MONITORING? Silent monitoring denotes the practice of call center managers or senior agents listening to the interaction… read more

SHRINKAGE

WHAT IS SHRINKAGE? Business shrinkage is the loss of inventory that can be attributed to factors such as employee theft,… read more

SHORT MESSAGE SERVICE

WHAT IS A SHORT MESSAGE SERVICE? Short Message Service (SMS) is the most basic communications technology for mobile data transfer… read more

SESSION INITIATION PROTOCOL

WHAT IS SESSION INITIATION PROTOCOL? Session Initiation Protocol is a signaling protocol used for initiating, maintaining, and terminating communication sessions… read more

SERVICE QUALITY

WHAT IS SERVICE QUALITY? Managing the quality of products and services is very important to ensure that the business excels in meeting the customer… read more

SERVICE PROVIDER

WHAT IS A SERVICE PROVIDER? A service provider is a company that provides services, such as consulting, communications, storage, and… read more

SERVICE ORGANIZATION CONTROLS (SOC)

WHAT ARE SERVICE ORGANIZATION CONTROLS? System and Organization Controls is the name of a suite of reports produced during an… read more

SERVICE LEVEL AGREEMENT

WHAT IS A SERVICE LEVEL AGREEMENT? A service-level agreement is a commitment between a Service Provider and a Client. Particular… read more

SERVICE LEVEL

WHAT IS THE SERVICE LEVEL? Service level measures the performance of a system. Certain goals are defined and the service… read more

SERVICE BUREAU

WHAT IS A SERVICE BUREAU? A service bureau is a company that provides business services for a fee. The period… read more

SELF SERVICE

WHAT IS SELF-SERVICE? Management self-service is a human resource management platform that allows supervisors to have immediate access to employee information… read more

SEGMENTATION

WHAT IS SEGMENTATION? Segmentation; is the process of dividing a company’s target market into groups of potential customers with similar… read more

SEASONALITY

WHAT IS SEASONALITY? Seasonality is distinctive of a time series in which the data experiences regular and predictable changes that… read more

SEARCH BY VOICE

WHAT IS SEARCH BY VOICE? Voice search, also called voice-enabled, allows the user to use a voice command to search… read more

SCRIPT

WHAT IS A SCRIPT? In computing; a sequence of instructions or commands for a computer to execute especially one that automates… read more

SCREEN REFRESH

WHAT IS SCREEN REFRESH? The refresh rate of your display refers to how many times per second the display can draw a new image, usually… read more

SCREEN POP

WHAT IS SCREEN POP? In call centers that provide integration between a telephone system and an agent’s desktop, a screen… read more

SCREEN MONITORING

WHAT IS SCREEN MONITORING? Screen monitoring software gives you powerful productivity reports so you will know how your team is spending… read more

SCOPE OF WORK

WHAT IS SCOPE OF WORK? The scope of work document is an agreement on the work you’re going to perform on… read more

SCHEDULED CALLBACK

WHAT IS A SCHEDULED CALLBACK? A callback is an outbound call requested by a contact. Call Agents can schedule a callback during a voice interaction at… read more

SCHEDULING COMPLIANCE

WHAT IS SCHEDULING COMPLIANCE? Scheduling compliance is a metric used for determining productivity and the effectiveness of scheduled processes. Schedule compliance… read more

SCHEDULE ADHERENCE

WHAT IS SCHEDULE ADHERENCE? Schedule adherence is a metric that tells how effectively a call center agent follows their schedule.… read more

SCATTER DIAGRAM

WHAT IS A SCATTER DIAGRAM? Scatter diagrams are used to show the relationship between two kinds of data. It could be… read more

SCADA

WHAT IS SCADA? Supervisory Control and Data Acquisition (SCADA) is a control system architecture comprising computers, networked data communications, and… read more

SATELITE CALL CENTER

WHAT IS A SATELLITE CALL CENTER? A satellite call center is a small office from the main location of the… read more

SaaS

WHAT IS SaaS? Software as a service is a software licensing and delivery model in which software is licensed on… read more

System for recognizing speech

A telephone system that uses voice recognition to trigger equipment automatically dials numbers, routes calls, makes choices, or collects information… read more

Signature of the voice

A voice signature is a sort of electronic signature that replaces a handwritten signature with an individual's recorded spoken assent. read more

SEO for voice

Voice SEO is optimizing keywords and keyword phrases for voice assistant searches; voice searches have also begun to impact the… read more

Screen pop

A screen pop is the ability for a screen shot to arrive on an agent desktop at the same time… read more

Scheduled callback

Between a Product Specialist and a caller, a scheduled callback is an established date and time for a redial. read more

SIP

Please See Session Initiated Protocol read more

Solidity

Solidity is a object-oriented programming language used for developing smart contracts on Ethereum and other blockchain platforms, such as Monax… read more

SCADA

SCADA is an acronym for supervisory control and data acquisition is a controlled system architecture comprising computers, networked data and… read more

Script

Schedule exceptions

Schedule adherence

Schedule

STUDENT REGISTRATION CLERK

Currently in Beta Testing. read more

SALES AGENT

A sales agent is a “professional” that your company employs to sell products or services and also act as a… read more

T

TWITTER FOLLOWER/ FOLLOWING

WHAT IS A TWITTER FOLLOWER/ FOLLOWING? Following someone on Twitter means: You are subscribing to their Tweets as a follower. Their… read more

TWITTER DIRECT MESSAGE (DM, @Reply)

WHAT IS TWITTER DIRECT MESSAGE (DM, @Reply)? Use an @reply in the format @name message to reply publicly to a… read more

TWITTER COMPLAINT

WHAT IS A TWITTER COMPLAINT? You can normally find their Twitter ID by googling company names and Twitter. The more… read more

TURNOVER

WHAT IS TURNOVER? What Is Turnover? Turnover is an accounting concept that calculates how quickly a business conducts its operations. Most… read more

TURING TEST

WHAT IS A TURING TEST? The Turing Test is a method of inquiry in artificial intelligence (Ai) for determining whether… read more

TWEET

WHAT IS A TWEET? A post was made on the social media application Twitter. read more

TWITTER

WHAT IS TWITTER? Twitter, Inc. is an American Communications company based in San Francisco, California. The company operates the microblogging… read more

TURING TEST

WHAT IS THE TURING TEST? The Turing Test is a method of inquiry in artificial intelligence (Ai) for determining whether or… read more

TUMBLR

WHAT IS TUMBLR? Tumblr is an American microblogging and social networking website founded by David Karp in 2007 and currently… read more

TTS

WHAT IS TTS? Text-to-Speech is a form of speech synthesis used to create a spoken version of the text in… read more

TSAPI

WHAT IS TSAPI? Telephony Server Application Programming Interface was a computer telephony integration standard developed and promoted by Novell and… read more

TRUNK HOLD TIME

WHAT IS TRUNK HOLD TIME? The total time or length that a trunk is occupied by a particular call, from… read more

TRUNK GROUP

WHAT IS A TRUNK GROUP? The official definition of a trunk group is “A group of trunks serving the same… read more

TRUE CALLS PER HOUR

WHAT ARE TRUE CALLS PER HOUR? The True Calls Per Hour metric is used to measure performance outputs for contact center… read more

Training Delivery

WHAT IS TRAINING DELIVERY? Depending on the type of telecom training, you may choose one delivery method over another, the… read more

Trend Rate

The trend rate of economic growth is the average sustainable rate of economic growth over a period of time. For example,… read more

Training Delivery

WHAT IS TRAINING DELIVERY? Training delivery methods consist of the techniques and materials used by trainers to structure learning experiences. read more

Telephone service factor TSF

Traffic Study

WHAT IS A TRAFFIC STUDY? Telecom traffic is defined in terms of the intensity of traffic and traffic volume. In… read more

Traffic Engineering

WHAT IS TRAFFIC ENGINEERING? Tele-traffic deals with the application of mathematical modeling of the traffic demand, network capacity, and realized… read more

Traffic control center

WHAT IS A TRAFFIC CONTROL CENTER? Four Main Components of the Traffic Control System, the components described in the reading… read more

Total delay

WHAT IS TOTAL DELAY? Network delay is a design and performance characteristic of a telecom network. It specifies the latency for a bit of… read more

Total handle time

WHAT IS TOTAL HANDLE TIME? The aggregate time the selected agent, agent group, or contact center spent talking to callers,… read more

Total delay

WHAT IS TOTAL DELAY? Network delay is a design and performance characteristic of a telecommunications network. It specifies the latency… read more

Top Level Organization (TLO)

WHAT IS A TOP LEVEL ORGANIZATION (TLO)? The board of directors, president, vice-president, and CEO are all examples of top-level… read more

Toll free

WHAT IS TOLL-FREE? A toll-free telephone number is a telephone number that is billed for all arriving calls instead of… read more

Tie-line

WHAT IS A TIE-LINE? A telephone line that directly connects two or more private branch exchanges. read more

TOP LEVEL ORGANIZATION

WHAT IS A TOP-LEVEL ORGANIZATION (TLO) The board of directors, president, vice-president, and CEO are all examples of top-level managers. These… read more

Tokenization

WHAT IS TOKENIZATION? When applied to data security, Tokenization is the process of substituting a sensitive data element with a… read more

Time speech recognition

WHAT IS TIME SPEECH RECOGNITION? Speech recognition, known as automatic speech recognition (ASR), computer speech recognition, or speech-to-text, is a… read more

Technical support

WHAT IS TECHNICAL SUPPORT? Tech Support manages, maintains, and repairs IT systems. Their responsibilities include diagnosing and repairing faults, resolving… read more

Time series approach

WHAT IS TIME SERIES APPROACH? A time series is a series of data points indexed in time order. Most commonly,… read more

Ticketing system

WHAT IS A TICKETING SYSTEM? A ticketing system is a management tool that processes and catalogs customer service requests. Tickets,… read more

Threshold

WHAT IS A THRESHOLD? A level or point, even the value above which something is true or will take place… read more

Third Party Logistics

WHAT IS THIRD PARTY LOGISTICS? Third party logistics in logistics and supply chain management is an organization’s use of third-party… read more

Telephony Services Application Programming Interface (TSAPI)

WHAT IS TELEPHONY SERVICES APPLICATION PROGRAMMING INTERFACE (TSAPI)? Telephony Server Application programming interface (TSAPI) is a computer telephony integration standard… read more

Telephony

WHAT IS TELEPHONY? Internet Protocol Telephony is a term for technologies, products and services that use the Internet Protocol’s packet-switched… read more

Telephone service representative TSR

Telephone Service Representative (TSR) Serve customers via telephone call-center to provide product installation and service information. They serve customers via… read more

Telephone service factor

WHAT IS TELEPHONE SERVICE FACTOR? Telephone service factor measures how many calls are answered in a given amount of time… read more

Telemarketing

WHAT IS TELEMARKETING? Telemarketing is direct marketing in which a salesperson solicits prospective customers to buy products or services, either… read more

Teleconferencing

WHAT IS TELECONFERENCING? Teleconferencing or teleseminar is the live exchange of information among several people and machines remote from one… read more

Telecommuting

WHAT IS TELECOMMUTING? Telecommuting is an employment arrangement in which the employee works outside of the employer’s office. The benefits… read more

TCP/IP

WHAT IS TCP/ IP? Transmission Control Protocol/Internet Protocol (TCP/IP), is the set of communications protocols used in the Internet and… read more

TAPI

WHAT IS TAPI? Telephony Application Program Interface is a standard program interface that lets you and your computer “talk” over… read more

Talk time mean

WHAT DOES TALK TIME MEAN? Talk time is the longest time that a single battery charge will last when you… read more

Transfer protocol

The File Transfer Protocol is a standard communication protocol used for the transfer of computer files from a server to… read more

Trunk busy

All Trunks Busy read more

U

Unavailable work state

WHAT IS AN UNAVAILABLE WORK STATE? A call center agent that is not available to get to inbound/outbound calls. Unavailable… read more

UCD

WHAT IS UCD? Uniform Call Distribution is a line of service available for use with Standard Dial Tone to distribute incoming… read more

Uniform call distributor

WHAT IS A UNIFORM CALL DISTRIBUTOR? A Universal Call Distributor is a telephony device that puts telephone agents in a… read more

Utilization mean

WHAT DOES UTILIZATION MEAN? In the simple terms, utilization rate tells you how much time your employees spend doing things… read more

Unified commerce

WHAT IS UNIFIED COMMERCE? A unified sales process is a set of actionable and repeatable steps that members of a… read more

Username

WHAT IS A USERNAME? A username is an identification used by a person with access to a computer, network, or… read more

Universal Agent

WHAT IS A UNIVERSAL AGENT? Universal Agents, or Super Agents, allow call centers to route all calls through a single… read more

Upselling

WHAT IS UP-SELLING? Your best attempt at convincing a customer to purchase something additional or more costly : the act… read more

Unified Desktop

WHAT IS A UNIFIED DESKTOP? A single desktop/PC that takes into account all processes, systems, channels, and knowledge bases, thus… read more

Unavailable Time

WHAT IS UNAVAILABLE TIME? Unavailable Time means the total minutes starting when a trouble ticket is opened until the problem… read more

Uniform Call Distributor (UCD)

WHAT IS A UNIFORM CALL DISTRIBUTOR? A Universal/Uniform Call Distributor is a telephony device that puts telephone agents in a… read more

UC

WHAT IS UC? Unified communications (UC) is a term for the integration of multiple enterprise communication tools – such as… read more

UTILITIES VIRTUAL AGENT

Utilities Virtual Agent is currently in BETA TESTING. read more

V

VUI

WHAT IS A VUI? Voice user interface (VUI) is speech recognition technology that allows people to interact with a computer,… read more

VRU

WHAT ISA VRU? A Voice Response Unit (VRU), more commonly known as an IVR system, is a technology often found in… read more

Voice twin

WHAT IS A VOICE TWIN? Voice Twin is the creation of an artificial simulation of a person’s human voice. Today’s Ai… read more

Variance to Mean (VMR)

WHAT IS VARhat is Variance to Mean The difference between the greatest and lowest points during an hour or half-hour… read more

Voice user interface (VUI)

Voice User Interface (VUI) A Voice User Interface makes spoken human interaction with computers possible, using speech recognition to understand… read more

Voice Squatting (Skill Squatting)

WHAT IS VOICE SQUATTING (Skill Squatting)? Voice skill squatting is how an attacker leverages systematic errors to route a user… read more

Voice Signature

WHAT IS VOICE SIGNATURE? A voice signature is a type of electronic signature that uses a person’s recorded verbal agreement… read more

Voice SEO

WHAT IS VOICE SEO? Voice search allows users to speak into a device as opposed to typing keywords into a… read more

Voice search

WHAT IS VOICE SEARCH? Voice search, also called voice-enabled, allows the user to use a voice command to search the… read more

Voice over LTE

WHAT IS VOICE over LTE? Voice over LTE is the foundation for mobile voice and communication services for packet switched… read more

Voice of the Customer (VOC)

WHAT IS VOICE of the CUSTOMER? It’s listening to your customers. Voice of customer is the process of gathering and… read more

Voice morphing

WHAT IS VOICE MORPHING? Its a term that refers to a device which can change the tone or pitch of… read more

Voice Command

WHAT IS VOICE COMMAND? Voice Ai is a conversational AI tool that uses voice commands to receive and interpret directives.… read more

Voice Cloning

WHAT IS VOICE CLONING? Voice cloning is the process where a computer is used to generate the speech of a… read more

Voice AI

Voice AI is a conversational AI tool that uses voice commands to receive and interpret directives. Learn more here: read more

Voice activation detection VAD

Voice activity detection is speech activity detection or speech detection, is the detection of the presence or absence of human… read more

VOIP phishing

WHAT IS VOIP PHISHING? Voice or VoIP Phishing is an electronic fraud tactic in which individuals are tricked over the… read more

Virtualization

WHAT IS VIRTUALIZATION? The practice of combining many distinct processes or systems into a single service offering. read more

Viral

What is Viral? This term refers to when a movie or advertising is widely distributed on the internet and spreads… read more

Video Conferencing

WHAT IS VIDEO CONFERENCING? A visual exchange between two or more individuals, two-way video and audio communications systems that enable… read more

Verbatim Reactions

WHAT IS VERBATIM REACTIONS? Verbatim feedback is sometimes referred to as open feedback since it includes capturing client remarks rather… read more

VoIP

VoIP is a method of transmitting audio and video over an internet connection. VoIP or IP telephony is a technology that… read more

Voice recognition unit

It is an interactive technology that enables human-computer interaction through speech or dual-tone multifrequency communication. Additionally known as an interactive… read more

Voice squatting

Voice squatting is a kind of assault against voice user interfaces (VUIs) that uses homonyms words that sound the same… read more

Voice user interface

The voice user interface (VUI) is a speech recognition technology that enables individuals to communicate with a computer, smartphone, or… read more

Voice search

Voice search is a voice recognition that enables users to do searches by speaking words aloud rather than entering them… read more

Voice to text

The term "voice-to-text" refers to a sort of speech recognition software that translates spoken words to written language. read more

Virtualization

The practice of combining many distinct processes or systems into a single service offering. read more

Virtual Agents

An online animated character converses with clients using artificial intelligence to aid them with customer service and other inquiries. Additionally… read more

Viral

This term refers to when products or advertising is widely distributed on the internet and spreads rapidly. Typically expressed as… read more

Video Conferencing

A visual exchange between two or more individuals. Two-way video and audio communications systems enable communication between two or more… read more

Verbatim reactions

Verbatim feedback is sometimes referred to as open feedback since it captures client remarks rather than ratings. read more

Virtual AI assistant

A virtual assistant is a remote assistant who offers administrative support to clients from a location other than the client's… read more

Voice AI chatbot

What is a Voice Ai ChatBot ? read more

Voicebot AI

W

WS-secure conversation

WHAT IS WS-SECURE CONVERSATION? Web Services Security describes enhancements to Simple Object Access Protocol messaging to provide quality protection through message… read more

Wrap up code

WHAT IS A WRAP-UP CODE? Wrap-up codes, call codes, or disposition codes. Wrap-up codes are basically intended to record the… read more

Wrap time

WHAT IS WRAP TIME? Wrap time is the time used by the agent following the end of a call to complete… read more

Workload

WHAT IS WORKLOAD? The Workload is defined as the number of tasks and obligations that you have to perform or… read more

Workforce planner

WHAT IS A WORKFORCE PLANNER? A Workforce Planning Professional monitors an organization’s business strategy to make sure it employs enough workers… read more

Workforce management software

WHAT IS WORKFORCE MANAGEMENT SOFTWARE? Workforce Management Software is a suite of tools that helps ensure employees are in the right… read more

Workforce management

WHAT IS WORKFORCE MANAGEMENT? Workforce Management applications help companies manage and schedule technicians and improve their productivity. read more

Wideband audio hd voice

WHAT IS WIDEBAND AUDIO (HD Voice)? Wideband Audio, also known as Wideband Voice or HD Voice, is a high definition… read more

Wide area network

WHAT IS A WIDE AREA NETWORK? A Wide Area Network is a telecom network that extends over a large geographic… read more

WFO

WHAT IS WFO? Workforce Optimization (WFO) is a business strategy that integrates contact center technologies for customer experience to promote operational… read more

WFM

WHAT IS WFM? Telecom Workforce Management applications help companies manage and schedule technicians and improve their productivity. read more

Webinar

WHAT IS A WEBINAR? Web conferencing is used as an umbrella term for various types of online conferencing and collaborative… read more

WAN

WHAT IS A WAN? A Wide Area Network is a telecom network that extends over a large geographic area. Wide… read more

WEB CHAT

WHAT IS WEB CHAT? A web chat is a system that allows users to communicate in real-time using easily accessible… read more

Web Services Secure Conversation Language

WHAT IS WEB SERVICES SECURE CONVERSATION LANGUAGE? Web Services Secure Conversation is a specification, created by IBM and others, that… read more

Web Self-Service

WHAT IS A WEB BASED SELF-SERVICE? Web self-service is a type of electronic support that allows customers and employees to… read more

WEB FORMS

WHAT IS Web Forms Web Forms are pages that your users request using their browser. These pages can be written… read more

Web Click-To-Talk (CTT)

WHAT IS WEB CLICK-To-TALK (CTT) Web click-to-talk (CTT) is a patented technology that allows you to get in touch with live… read more

Weak Ai (Narrow Ai)

WHAT IS Weak Ai (Narrow Ai) Weak Artificial intelligence (Ai)—also called Narrow Ai—is a classification of Artificial intelligence that is… read more

WARM CALL TRANSFER

WHAT IS A WARM CALL TRANSFER? A warm call transfer means the agent will speak with the appropriate party before… read more

Wallboards

WHAT ARE CALL CENTER WALLBOARDS? Displayed across one or multiple screens on call center walls, supervisor or agent screens, call… read more

Webinar

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YELLOW PAGES

WHAT IS YELLOW PAGES? Yellowpages.com is a United States-based website operated by Thryv that provides listings for local businesses. In… read more

YP (YELLOW PAGES)

YELP

WHAT IS YELP? Yelp Inc. is an American company that develops the Yelp.com website and the Yelp mobile app, which… read more

Yellow pages

The yellow pages is the original source to find telephone directories of businesses, organized by category rather than alphabetically by… read more

Yahoo

Yahoo is an Internet portal that incorporates a search engine and a directory of sites on the World Wide Web… read more

Yellow pages

Yelp

Yelp Online Directory that helps users find local businesses as it is based on location. Yelp not only allows users… read more

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Zip Tone

In telephony, a zip tone is a call progress tone which indicates a new incoming call is either connecting or… read more

Zero tolerance policy ZTP

Zero Tolerance Policy also referred to as (ZTP) Zero Tolerance Policy additionally called ZTP is the strictest of enforced policies.… read more

Balanced scorecard

Balanced Scorecard

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