Anywhere Worker
Contact Center agents that support Anywhere Worker campaigns are called Anywhere Worker Agents (AWAs). AWAs are taking care of all the activities [...]
Blended Call Center
Blended call center is a contact center that is a combination of inbound and outbound call center operations. Call center companies that are pure [...]
Calling Line Identity (CLI)
In the contact center industry, the Calling Line Identity is received by its agents during call setup and provides identifying information about [...]
Contact Center Workforce Optimization
Workforce Optimization is the customization of contact center environments to increase performance and productivity.
Disaster Recovery Plan
A disaster recovery plan is the first step for any contact center in case of a major technology or physical destruction event. Having a solid [...]
Forecasting
Forecasting is the essential activity in contact center management processes. It means estimating future demand, and identifying and predicting [...]
Inbound Call Center
What is an Inbound Call Center? The basic function of an inbound call center is to connect customers to their most suitable service resources. The [...]
Leased lines
Leased lines in contact center are made by using the current provider's lines that are essentially owned by them. In the case if a third party [...]
Mobility
Having more agents available for high-workload periods by letting agents work from home.
Outbound IVR
A means of using recorded message to make telephone calls. Calls are generated via a list, randomly or in rotation.