Adherence
The extent to which a customer can be relied upon to perform according to planned expectations by the contact center.
Available Time
Available Time is the time period when a contact center agent is on call for a particular batch or rotation. This time is calculated at the end of [...]
Call Distribution
Call distribution is a suite of features that enables you to dynamically assign incoming calls to agents based on required skillsets, agent group, [...]
Coaching
Coaching in contact center: is the process of helping people to help themselves and others to be effective.
Customer Lifetime Value (LTV)
Customer Lifetime Value (LTV) is the net present value of the future profit stream resulting from a customer relationship between a business and a [...]
Ergonomics
Ergonomics involves the design, adjustment, and use of human-interface programs as effectively as possible to minimize operator fatigue or make [...]
Holding Time
For a contact center reporting agent, hold time refers to the amount of wasted minutes that a customer must spend when they are put on hold before [...]
IP phones
IP phones can be a valuable addition to a contact center because of the functionality and convenience they bring, including two-way communication [...]
Machine Learning
Machine learning is the application of computer systems that improve their performance with experience, and has been used in many large contact [...]
Non-Productive Agent Time
Non-Productive Agent time refers to the length of time that is spent in a state that does not contribute towards customer satisfaction . [...]