Process Map
The contact center process map is an organizational and/or functional representation of each major process within the contact center.
RSF
RSF is the revenue per employee on call at a call center. RSF should be measured, monitored and compared regularly to ensure that your employees [...]
Social Presence
Social presence refers to the extent to which a person is perceived as a real, live human being rather than a simulated entity. The concept [...]
True Calls Per Hour
True Calls Per Hour. The number of successfully dialed calls, divided by the total amount of time in which calls are attempted ''(commonly [...]
Webchat (Chat)
Webchat (web chat) is also a name for live chat on websites, such as when customers visit your website. The webchat is usually integrated into the [...]