ATA
The Advanced Technology Architecture (ATA) is a contact center architecture, and it's considered the "state of the art" model for contact center [...]
BYOD (Bring Your Own Device)
The next wave of technology is here: customers are utilizing their very own devices to communicate with you. BYOD (Bring Your Own Device) enables [...]
CCS
CCS stands for computer-assisted contact center. CCS is a custom form of contact center technology that typically involves an integrated suite. [...]
CTC
Contact center CTC or contact center cost to contact is the cost incurred per contact hour. It measures the cost to manage a contact in a given [...]
Drivers
What is a Driver in contact center management? The term Driver contact center refers to a rule or protocol that has been put in place by a company [...]
GigE-Capable Phone
In a call center, a GigE-Capable Phone is a class of devices that are able to receive and send information at a rate of 1 gigabit (1 billion bits) [...]
Integrated Voice Response (IVR)
An Integrated voice response system (IVR) is a computer-controlled system that is integrated into a contact center to respond with unique, various [...]
Load Balancing
Load balancing in a contact center is the act of distributing incoming customer calls or other transactions across multiple servers, rather than [...]
MSA
Contact centers technology enables companies to modernize interactions with customers, allowing them to realize a significant competitive [...]
PCI DSS
The payment card industry (PCI) Data Security Standard (DSS) is a set of information security standards and controls designed to ensure that all [...]
Quality Management Form
Quality Management forms can be found in two context, one for Internal quality control and another is for External quality control. The need of [...]
Seasonality
Seasonal variations describe the expected fluctuations in the sales of a business due to changes in weather or holiday-related activities.
System Administrator
System administrator is a person who is responsible for maintaining and managing the functioning of entire computer system.
Utilization
What is Utilization? Utilization is a term used to describe the number of hours that are spent in converting leads. In an effective call-center, [...]
Wrap-Up Time
Wrap-Up Time is the total length of a call center agents shift. This time could be broken down into work hours with rest breaks and lunch [...]