Answer Rate
On the contact center market there is a broadly used indicator Answer rate, which reflects the percentage of calls answered directly by contact [...]
Benchmarking
Benchmarking in contact center is a simple concept. It is a process of measuring performance using different standards for comparison. Contact [...]
Callback Messaging
Call centers offer callback messaging as part of its customer service strategy. Callback messaging enables customers to request to be contacted a [...]
Contact Center CRM (Contact Center Customer Relationship Management)
A contact center CRM system combines call center functionality with traditional customer relationship management to give an overview of the entire [...]
Direct Inward Dialing (DID)
Direct Inward Dialing service (DID) is a basic virtual phone number often provided by a contact center (aka back office or IVR) on an existing [...]
Flowchart
Flowchart is the graphical representation of the process sequence with precise arrangement of steps and activities. Flowcharts are often used for [...]
IM&P
Call center definition. IM&P is the abbreviation of Information, Messaging, and Presence .
Latency
Latency is a factor that contributes to the time it takes for one party of interest to acknowledge receipt of data from another party. Latency is [...]
Mobile device management (MDM )
Mobile device management ( MDM ) is a term used for tools that enable business to deliver on the promise to truly give employees mobility. [...]
Operational expenses (opex)
The operational expenses (opex) of a contact center can be divided to three different areas: salary expenses, which include salaries, bonuses, [...]