ASA
Asynchronous Agents Self-Adaptive (ASA) is a contact center technology that enables advanced self-learning agent capabilities. ASA enables [...]
Blocking
Blocking is the application of techniques that reduce the probability that a path through the contact center will be blocked or not answered. [...]
Carrier
A carrier is the wholesale arm of a telecommunications company that sells long distance and local calling to resellers, who in turn sell the [...]
Courtesy Callback
Courtesy Callback is a feature of Contact Center applications which ensures that the customer gets a callback to know about the status of his/her [...]
Do Not Call List
The Do Not Call Registry allows consumers to choose not to receive most telemarketing calls.
G.711
In complex contact center situations, the G.711 coding standard has indicated a significant improvement in voice quality. The low bit rate [...]
Instant messaging (IM )
The Instant Messaging (IM) is a feature that may be made use of the contact center process to make available real time conversations to the [...]
Listening Post
In contact centers, Listening Post or Gap Monitoring Station and Call Center Post is an important position of the contact center agent. The role [...]
Monitoring
Monitoring in contact center it is a process carried out for the purpose of reviewing and recording all activities performed by agents in a [...]
Patient Satisfaction
Patient Satisfaction is a measure of patients' attitudes about the quality of care they receive during visits to health care providers' offices or [...]
Quality Evaluation
Quality evaluation in contact center is an important ingredient that defines the input of service provided to customers. Quality of service can be [...]
Screen Refresh
A screen refresh is a term used in the call center sales industry. It refers to when an agent refreshes their screen for another available [...]
Structured query language (SQL)
Structured query language (SQL, pronounced as either Ess-cue-ell, or sequel) is a programming language designed for managing data held in a [...]
Universal Agent
Universal Agent (UA) is a software solution for enhancing customer service and retention of businesses on the telephone. It is a revolutionary [...]
World Wide Web Consortium (W3C)
The World Wide Web Consortium (W3C) is an international community where Member organizations, a full-time staff, and the public work together to [...]