Advanced 800 Services
Advanced 800 Services is a multichannel contact center with capabilities to serve customers over the phone, including live agents and interactive [...]
Average After-Call Work Time (AWT)
In contact center, average After-Call Work Time is the elapsed time between the end of a call and the agent's return to the queue. The AWT is [...]
Call Drivers
Call Drivers are outbound customer service representatives who initiate, operate and end the contact with a customer.
Cold Call
A cold call is a contact center phone call placed by a customer service representative to an unknown customer. The call is generated via an [...]
Customer Loyalty
Customer Loyalty is a central concept in contact center management. Customer loyalty is defined as a commitment from an individual customer or [...]
Erlang
Erlang is the programming language made by Ericsson for use in telecommunication systems. The main reason to why Erlang is used in the [...]
Home Agent
What is Home Agent? Home Agent (HA) is an agent who works from his or her home. He or she handles incoming calls and treats the customer as a walk [...]
IP-PBX
IP-PBX is a revolutionary concept in unified communication allowing businesses to seamlessly combine the most popular voice and text functionality [...]
Macro Metric
The macro metric is a key performance indicator for contact centers that represents the ability of your service to deliver high-level customer [...]
Not Ready State
In a contact center environment, the Not Ready state occurs immediately after an agent or customer interaction has concluded. The agent has [...]