Activity Codes
Activity codes help the contact center determine how to handle the call. There are many ways to classify a call: by topics, types of products, [...]
Available State
Available State (or A-State for short) n. Literally, "the state of being available". Synonyms: Available, Reachable, OnCall, Standby Nothing [...]
Call Detail Recording
Call Detail Recording is a process activity that captures the needed information per call such as time of call, name of customer, [...]
Co-Browse
Co-Browse is a web-based communication platform that provides companies with a more effective way to serve customers. Users can get all their [...]
Customer Lifetime Value (CLV)
The CLV is the worth of a customer to a company. You can measure your customer lifetime value in terms of money or future purchases made by repeat [...]
Equivalent Random Theory
Equivalent ratio theory of the TIV for a given call center is a contact center, which is described by service quality level (SQL), and when I/O [...]
Hold Time
Hold Time - Refers to the amount of time a caller stays on hold during an IVR call before giving up and being sent to a live agent or disconnected.
IP contact center
An IP contact center is a type of customer support that makes use of the Internet and IP communications equipment. The IP contact center uses the [...]
LTV
The term 'Customer Lifetime Value' is used to define a prediction of the future profit an individual or an aggregate can bring to the company.
Non-Peak
Non-Peak is a call center industry term referring to the period of the day when customer service and other business support call volumes are [...]