Agent Elevation
It is a core set of processes, practices, and procedures that are designed specifically to elevate the performance results of the Contact Center [...]
Average Delay to Answer
In contact center management, the average delay to answer (ADT) is a metric that reflects the amount of time it takes for an incoming call to [...]
Call Monitoring Modes
Call center monitoring modes like blended, hybrid and multi-technology are used as method of contact center call monitoring to provide real time [...]
Communications-enabled business processes (CEBP)
Contact centers can offer services such as information services, reservations, order entry, and sales over the phone. CEBP is a formal framework [...]
Database Call Handling
Database Call Handling is a feature of contact center software that allows an agent to retrieve data directly from his or her workstation and use [...]
Escalation Plan
Escalation plan is a sequential roadmap of people and departments to contact in case of any issue while dealing with customer. As the name [...]
Hosted Services
Hosted Services are a form of outsourcing. They allow enterprises to outsource their customer contact center infrastructure to a telecommunication [...]
Journey Mapping
Journey Mapping is an interactive visual process to help a contact center identify bottlenecks in processes that are robbing customers of optimum [...]
Maximum Delay to Abandon
Maximum Delay to Abandon is an important metric that is used to supervise how long a caller waits so that the agent or operator can give customers [...]
Offered Call
Offered contact center is an outsourcing service for customers or business organizations that need contact services like call centers, [...]