Agent Group, Split Or Gate
"Split or gate" is a mechanism used in contact centers to either divert calls based on resolution processes, or to route inbound calls differently [...]
Average Hold Time (AHLDT)
It is the amount of time an agent needs to take a customer from the start of a call to its completion. It does not include the time for greeting a [...]
Call Recording
Call recording is a feature of intelligent contact centers, in order to monitor the quality of their agents or customer service representatives. [...]
Compliance
The term compliance, as used in the contact center industry, means that agents at the contact center have been properly instructed on how to [...]
Decibel (dB)
Decibels are units of measurement for comparing the intensity of sound. When you hear an ambulance siren, it measures at 110 dB. A whisper is [...]
Explanatory Approach
The Explanatory Approach is the practice of designing contact centers to support the desired outcomes for the business, rather than imposing on [...]
Hunt groups
A hunt group is a list of agents to whom calls are distributed when all the agents in a queue are busy.
Judgmental Forecasting
In contact center operations, judgmental forecasting refers to the study of call volumes, staffing needs, and other critical parameters that can [...]
MBWA (Management By Walking Around)
One of the core elements of management by walking around is for the manager to regularly visit the contact center floor without prior warning or [...]
Omnichannel Cloud Call Center
Omnichannel Cloud Call Centers (OCC) help companies broaden their customer interactions by making use of multiple channels, including social [...]