Abandoned After Threshold
Abandoned after threshold is a metric that measures the number of abandoned calls at the stage prior to entering an agent’s queue. The stage is [...]
Automatic Callback
An automatic callback is a contact center solution in which all outgoing calls are pre-recorded with specific details, and follow up calls are [...]
Call Center Software
Call center software, or contact center software, is computer software designed to support the functions involved in running a call center.
Churn Rate
In the contact center industry, an agent is said to be in churn when he or she leaves a particular call center at the end of a month. Churn rate [...]
Customer Experience (CX)
Inbound customer experience (CX) is a leading indicator of success within contact centers. It encompasses all the activities that contribute to [...]
Efficiency Metrics
Efficiency metrics in a contact center are the quantitative information about the quality of service provided to customers per employee.
Handled Call
Handled call in contact center: A handled call in a contact center is a call that starts out as an unanswered call, and is later picked up by an [...]
Internal Response Time
Internal Response Time or IRT is the time taken by a contact center agent to respond to call. IRT consists of both processing time and queuing [...]
Long Call
A technique used in a contact center. “Long call” consists of a series of actions on the part of the customer designed to get extended contact [...]
Natural language speech recognition (NLSR)
NLSR is speech recognition (SR) interface of the contact center in which natural language phrases (NLP) are used for input to computer system and [...]