Agent Utilization
Agent Utilization is an important customer service metrics, which can be used to measure the efficiency of your call centers and contact center [...]
AWT
The average wait time (AWT) or wait time average is calculated as the average of the highest value of the actual call time for each call in a [...]
Call Transfer
Call transfer or call forwarding is the process of diverting inbound calls from their original destination to another destination. This feature [...]
Conference Calling
Conference calling is the ability for a group of people to communicate via telephone in an audio fashion. The contact center industry typically [...]
Denial of Service (DoS)
DoS occurs when a customer makes one or more calls to a call center, thereby drawing resources away from active calls and thereby preventing other [...]
Find Me, Follow Me
Find Me, Follow Me is a contact center feature that moves a customer’s interaction from a telephone channel, either by an agent or automatic call [...]
IEEE 802.11 wireless LAN
IEEE 802.11 is a set of media access control (MAC) and physical layer (PHY) specifications for implementing wireless local area networks (WLANs). [...]
Knowledge Management System (KMS)
Knowledge Management System (KMS) is that which give the knowledge and its used for awareness of knowledge to employees in contact center.
Medical Call Center
A medical call center is a healthcare-oriented contact center that provides medical answering service for healthcare facilities like hospitals and [...]
Omnichannel customer service
What is omnichannel customer service? Omnichannel customer service is about seamlessly connecting the digitally based communication channels in a [...]