Agent Self-Evaluations
Agent Self-Evaluation Definition: A part of the performance management process, carried out in order to provide feedback on current performance [...]
Average Talk Time (ATT)
Average talk time (ATT) measures the average length of contact center calls over a specified period of time. The contact center contact agent [...]
Call Strategy
The Call Strategy of a contact center refers to the process or plan used for a consultation with a potential client. It can be described as the [...]
Concierge
Concierge is the contact center department that serves and assists customers by providing information, such as product details or care [...]
Delay Time
In contact center, Delay time is the time duration that a customer stays idle or wait. It is the time duration between when the customer calls to [...]
Federal Education Rights and Privacy Act (FERPA)
FERPA is a law that protects the privacy of student education records. It also provides parents with the right to inspect and review the education [...]
Identification and Verification (ID&V)
ID&V (Identification and Verification) identifies callers, confirms caller ID information and verifies the reason for a contact center call with [...]
Keypad
Call center keypad definition. Keypads are the most widely used data entry device among different contact center solutions.
Media Access Control (MAC)
The Media Access Control (MAC) address, usually called the hardware address, is an electronic serial number that uniquely identifies the network [...]
Omnichannel Customer Experience
An omnichannel contact center is a contact center that understands and learns from all of the different types of contact channels, such as phone [...]