Application-Based Routing and Reporting
Application-based routing and reporting is a software interface that allows real-time contact center managers to implement and manage nuanced [...]
Blocked Call
Blocked Calls is actually a feature in a multichannel contact center that permits agents to block unwanted calls from coming into the center. [...]
Capital expense (capex)
Capex is the initial investment that will enable to setup or to enhance an information technology equipment such as desktops, servers, business [...]
Cost Per Call
What is cost per call in contact centers? A cost per call is a type of pricing model used to charge a customer for the use of a call center or to [...]
DNR
Digital Natural Routing is an important feature of contact center technology, whereby calls can be automatically routed based on the key [...]
Funnel Forecasting
Forecasting in contact center industry is to predict the future number of incoming contacts in a specified time frame (in general - 6 months) and [...]
Information Mailbox
Information mailbox is a distribution channel to provide information services with the goals of improving communication quality, increasing [...]
Line side T1
T-1 services for the contact center are based on advanced digital transmission technology. This means that voice calls are created digitally in [...]
Moment of Truth
The Moment of Truth is a combination of techniques designed to effectively influence the customer's buying decision. It is taking the process from [...]
Pareto Principle
The Pareto principle (also known as the 80/20 rule) refers to the finding that, for many events, about 80% of the effects come from 20% of the [...]
Quality Assurance
Quality Assurance (QA) is an important process in call center and BPO implementation. QA specialists are responsible for the analysis of customer [...]
Screen Recording
Screen recording is the process of capturing the audio and video being played on a computer while simultaneously recording the desktop.
Strategic Value
Strategic value is the role of information in supporting an organization's business model in realizing its business strategy and delivering on its [...]
Uniform Call Distributor (UCD)
Uniform Call Distributor (UCD) or Multichannel Calling is a feature that allows you to make outbound calls to multiple contact centers or agents [...]
Workload management
Workload Management or WorkLoad is a term in the call center industry referring to the various activities that a customer services employee should [...]