Performance Incentive
In the contact center, a performance incentive refers to a type of variable compensation. This type of incentive pays an agent based on his or her [...]
Queue Time
Call center queue time is defined as the amount of time that a customer spends waiting to dial in to a call center.
Service Level (SL)
Service Level is a measure of quality of services provided to customers in the call center. Establishing Service Level becomes a challenge for [...]
TCP/IP (Transmission Control Protocol/Internet Protocol)
TCP/IP (Transmission Control Protocol/Internet Protocol) are fundamental communication protocols at the heart of how the Internet works. TCP and [...]
Virtual Agents
Virtual Agents are artificial intelligence (AI) programs that help to improve customer experience and augment sales by automating a large number [...]
Zip Tone
The zip tone is a multi-frequency frequency-shifted signal used in telecommunications systems and as an electronic test signal.