Agent Coaching
What is agent coaching in contact center? Agent coaching is a technique used to help customer service agents develop skills and ultimately improve [...]
Average Delay To Abandon
Contact Center Average abandonment rate means the average percentage of customers who disconnect, hang-up or end conversation with the agent [...]
Call Metering
Call Metering in a contact center allows tracking incoming and outgoing calls, call duration. Call metering enables recording of both sides and [...]
Command Center Analysts
Organizations use command center analysts for high risk, live contacts. This role is primarily for customer service and sales positions. Command [...]
Data Directed Call Routing
Data Directed Call Routing is a flexible contact center technology for a contact center to route live callers on telephone to the right agent [...]
Escalation
Escalation in contact center: The process of bringing a customer’s concern to senior personnel, usually managers or supervisors.
Hosted PBX
Hosted PBX is a Hosted communication technology that consolidates current business telephone systems into a single flexible solution.
Jitter
A jitter is the time difference between a signal being transmitted and received. Contact centers are one of the original examples of contact [...]
Marquee messages
A marquee is the line of text or graphics that scrolls across the header area at the top of the screen and a contact center is a software [...]
Off-Peak
Off-peak hours in contact center (sometimes called low-demand time) are working hours that typically consist of periods of reduced call volumes to [...]