Primary Rate Interface (PRI)
Primary Rate Interface (PRI) is commonly configured for larger contact centers that require fewer (more trunk) lines. PRIs are typically [...]
Retention Rate, Employee
Calculating the retention rate is the same for call centers and any other business. The retention rate is a percentage of how many people have [...]
Smooth Call Arrival
"Smooth call arrival" occurs when the number of contacts arriving at the contact center does not exceed the number of hands available to handle [...]
Touchpoint
Touchpoints are created along the path to purchase of a product and can be also pointed at when attempting to maintain existing relationships with [...]
WAN
What is Wide Area Network definition - A wide area network or WAN is a telecommunications network that interconnects computers and other resources [...]