API
API is the acronym for Application Program Interface, and this is a library of methods that is used to provide a way for various software [...]
Blended Universal Queue System (BUQS)
A blended universal queue system (BUQS) is a customer service solution that combines the offer of call center agents handling calls on an outbound [...]
Calls Handled
An aggregate of phone calls handled by a contact center staff through various means of communication, such as telephone, email, chat, instant [...]
Contact Center Workforce Planning
Contact center workforce planning is the process of planning, forecasting and forecasting the required contact center resources in advance for an [...]
Disposition
Disposition is a step in the contact center process. This is where we determine what becomes of an incoming call.
Frame relay
Frame relay is a data transmission system that is typically used for medium to large scale applications, such as a corporate PBX link but has also [...]
Incremental Revenue (Value) Analysis
Incremental revenue (value) analysis is a key technique for measuring the impact of new customer service staffing on profit. It gives managers [...]
Least-cost routing
Least-cost routing in contact center is a method that minimizes the cost of a contact center company to reach the client.
Mobility Router
Mobility Routers are used to connect wireless devices or communications in a call center. It allows the service provider to connect their existing [...]
Overflow
Overflow (or AB overflow) is a term most commonly used in the contact center industry to describe the number of calls that a queue’s capacity [...]