Abandon Call Rate
Abandon Call Rate or ACR is a measure of customer satisfaction that is the percentage of unanswered calls in a contact center facility .The number [...]
Automatic Call Distributor (ACD)
Automatic call distributor or Automatic call distributor (ACD) is a telecommunications system feature that routes incoming telephone calls [...]
Call Center Service Level
Call center service levels are defined as the maximum length of time, starting with call arrival at the contact center, it takes to fulfill [...]
Chatbots
The online channel has long been a mainstay of contact centers' customer interaction strategies, but according to industry experts the [...]
Customer Engagement
Customer Engagement is a set of capabilities integrated with contact center processes to exceed a Customer’s value expectations by engaging in [...]
Efficiency
There is more to the contact center than just answering the phone. Contact center efficiency refers to the total effectiveness of an [...]
Handle Time
Contact center handle time also know as wait time is defined as time from the moment a call is answered to when the agent takes the next action. [...]
Internal Help Desk
Internal Help Desk is a channel between agent and contact center manager. It allows agents to ask question regarding the process or case [...]
Logs
A digitized, registered or administrative record of calls, usually recording the time, date and duration of the call. It also records the name and [...]
Natural Language Processing
Natural Language Processing is a technology that enables computer systems to recognize and analyze human language data in order to be able to [...]