Performance Management
The proactive identification of and response to issues and opportunities that address contact center performance.
Ramp-up
Ramp-up definition. In contact center, ramp-up is the process of contacting every person on mailing list to tell them about your latest products [...]
Service Level Agreement (SLA)
SLA definition: A Service Level Agreement (SLA) is a contract between a business customer and a service provider regarding the level of services [...]
Tech Support (Technical Support/Help Desk)
Tech Support (Technical Support/Help Desk) is the action of providing support to technical users regarding their problems or complaints with the [...]
Virtual contact center (VCC)
A virtual contact center (VCC) is a set of technologies and methods used to facilitate the delivery of customer relationship management (CRM) [...]