Average Call Value
Average call value (ACV) is the average amount of revenue that your contact center produces through a single call. It is the average amount of [...]
Call Forcing
In computer telephony, call forcing allows a subscriber to dial an internal extension on a phone without the need to press the line key.
Cold Transfer
Cold Transfer is a call center process where the agents take calls which are transferred to them from queue or busy agents. Cold Transfer process [...]
Customer Satisfaction
Customer satisfaction is the result when a lot of focus is given into ensuring that an individual feels appreciated and receives great service [...]
Erlang Calculator
Excellent question. First, let's define contact center – it is a central location where companies or individuals (e.g., persons who are the [...]
Hospital Call Center
A hospital call center is a healthcare company that handles inbound and outbound calls from patients, and /or health care providers to answer [...]
ISDN
Integrated Services Digital Network (ISDN) is a general digital telephone service that switches calls to public networks, like the public [...]
Magic Quadrant
An analysis by Forrester Research, Inc. that presents a picture of the primary competitive forces influencing the market at a granular level.
NPS
Software's NPS performance monitoring solution can help contact center directors detect customer complaints in real time, solve them as soon as [...]
Predictive dialing
Predictive dialing is the automatic dialing of telephone numbers using computer software or hardware which maintains a list of available and [...]