Abandoned Before Threshold
Abandoned Before Threshold (ABT) is the first Revenue Generation event of the call center. ABT occurs when a caller abandons (hangs up) before [...]
Automatic Dialer (Auto Dialer)
Automatic Dialer or Auto Dialer is the most common automation used in the contact center industry. An auto dialer is the heart of a telephone [...]
Call Center Workforce Optimization
Call center workforce optimization or CWFO is a process that creates positive changes within the contact center through making a better use of [...]
Circuit
Contact Center circuit is the number of agents required to achieve a certain capacity (number of calls an agent can handle simultaneously). It is [...]
Customer Experience Management (CEM or CXM)
CEM or CXM is a business method to industry and react to customer experience in a contact center in order to deliver best customer experiences and [...]
EIM
EIM (or Enterprise Interaction Management) technology allows contact center personnel to view their customers across multiple, different channels. [...]
Handling Time
Call center handling time is the time from the moment a customer calls to the employee's answer. Handling time can also be known as talk time or [...]
Internet “Call Me” Transaction
An Internet call me transaction is an outbound call initiated by a contact center representative. The contact center representative poses as the [...]
Long-Distance Calls
In telephony, long-distance calls, sometimes simply called distance calls, are telephone calls between two locations a substantial distance apart.
Natural language understanding (NLU)
Natural language understanding (NLU) is a process of analyzing human speech and converting it to machine-readable form.