Abandoned Call
In call center operations, abandoned calls are telephone calls that were initiated by a caller, only to have the caller end the call prematurely. [...]
Automatic Number Identification (ANI)
What is an ANI in a contact center? Automatic Number Identification is the use of automatic equipment to identify, from a telephone number dialed, [...]
Call Center Workforce Planning
What is call center workforce planning? Call center workforce planning deals with the group of activities necessary to determine how many agents [...]
CLI
CLIs are basically written procedures which are used by a customer to define or detail telecommunication contacts between agents and customers.
Customer Experience Platform
Customer Experience Platform (CEP) is a key element of contact center architecture that includes the hardware, software, and data that support [...]
End Of Call Disposition
In telephone business, an end of call disposition (EOCD) is an action taken by a contact center agent to close out a contact with a customer such [...]
HD Voice
What is HD Voice? HD Voice is a standard that conveys all the sound qualities you would normally hear in person, in addition to details that are [...]
Internet Phone
"Internet Phone" is the latest technology available in the call center market. This allows agents to use mobile technology to connect into a [...]
Longest Available Agent
Longest Available Agent (LAA) is a set of performance metrics that measures the amount of time a call has been queued until it is answered by an [...]
Network assessment
What is network assessment? The network assessment is an in depth telecommunication network analysis on the client's equipment to perform to [...]