Answer Supervision
What is Answer Supervision in a contact center? In simplest terms, it is supervision of agent activity to ensure the quality of the customer [...]
Big Data
Contact centers often rely on technology to provide quality customer experiences. Using big data in contact centers has the potential to improve [...]
Caller identification (Caller ID)
Caller identification (caller ID) is used in contact centers to protect customers from receiving unwanted calls. It does this by displaying the [...]
Contact Center Management
Contact Center Management (CCM) is the management of contact center services towards the optimization of an organization's business processes.
Directed Dialog
Directed Dialog refers to the various strategies employed in a contact center to route a live call to an appropriate agent that can handle [...]
Flushing Out the Queue
Call center Flushing Out the Queue is a software application that allows inbound call center agents to store (flush) or push contacts, such as [...]
Imaging
Imaging is the technology by which a contact center is able to provide a realistic, multimedia like experience of a live agent over the telephone. [...]
Law of Diminishing Returns
In the contact center world, the law of diminishing returns refers to a situation where as you increase your contact center headcount, you see a [...]
Mobile unified communications (mobile UC)
What is Mobile unified communications (mobile UC) in contact centers? Mobile UC is a contact center technology that enables businesses to stay [...]
Outbound Call Center
What is an outbound call center? An outbound call center is responsible for generating leads that are then subsequently forwarded to inbound call [...]