Process Improvement
A method for systematically improving the effectiveness and efficiency of the flow, transformation and management of a contact center.
Rostered Staff Factor (RSF)
Call center Rostered Staff Factor (RSF) is the proportion of the work that can be performed by the available staff at any given time.
SOC
SOC stands for the Service Operations Center, Service Desk or Customer Support. The service desk is the first line of support for a company's [...]
Transmission Control Protocol/Internet Protocol (TCP/IP)
TCP stands for Transmission Control Protocol; IP stands for Internet Protocol. TCP/IP is the protocol suite that forms the basis of Internet [...]
Web Real-Time Communication (WebRTC)
Web Real-Time Communication (WebRTC) is an HTML5 technology that enables direct rich communication via browser-to-browser applications. WebRTC [...]