Presence
In the contact center industry, presence refers to a contact center’s ability to provide live service to customers. The measurement of this [...]
Reporting Analyst
A reporting analyst is principally a senior officer that is responsible for analyzing the performance and achievements of the organization's [...]
SLA
SLA simply means Service Level Agreement, this is a guarantee to your customer that you will use your maximum ability to minimize any delay or [...]
Total Delay
In call center terms, a total delay is the sum of all the delays in the chain from the source of incoming calls to the point where they are [...]
VoIP (Voice over IP)
What is VoIP and how does it work? VoIP, or simply "voice over Internet protocol" is the technology used by many modern day companies to replace [...]