QoS
Contact center quality of service (QoS) is an overall Contact center (phone system) term encompassing a variety of different metrics and [...]
Screen Pop
A screen pop is a call center interaction that involves the display of information on your phone screen.
Stakeholder
Call center definition: Stakeholder is an individual or organization with an interest in and influence over the achievement of an organization's [...]
Uniform Call Distribution (UCD)
Uniform Call Distribution (UCD) helps organizations prevent call siloing, which is the tendency of many call centers to seize on a customer [...]
Workload
Workload is a direct result of the volume of calls which flow through a call center. It is usually measured in CPM (calls per minute) and LPM [...]