Afterwork
"Afterwork" is an after-hours contact center event that is held for employees of contact centers. The event may include team building activities, [...]
Average Contacts Per Hour
The average contacts per hour in a contact center is typically calculated as the sum of a contact duration divided by the number of contacts in an [...]
Call Greeting
A Call Greeting is a greeting message that plays for customers before an agent answers their call. It allows agents to provide customers with [...]
Collaboration
Collaboration in contact centers promotes an open, common approach to solving problems and resolving issues, and allows contact center agents to [...]
Customer Satisfaction Score (CSAT)
Customer Satisfaction Score (CSAT) is a customer satisfaction measurement ranging from 0 to 10 with 0 being the lowest and 10 being the highest. [...]
Erlang Models
Interactive contact centers require capacity to process a large number of simultaneous clients, maintain high availability and provide single [...]
Hosted Call Center
A hosted call center is a call center that you can rent and use over the internet. The call center is on the cloud platform and this gives a lot [...]
ISO 9001/2000
ISO 9001:2000 is an international standard for quality management systems. It is applicable to virtually all organizations that provide services [...]
Make Busy
Make busy is an expression and a term used when working in a call center. This is a term to act like they are doing work while being paid for [...]
Nuance voice platform (NVP)
Nuance voice platform (NVP) is call center technology for the cloud era. It lets you create customer service interactions that are fluid and [...]