Pooling Principle
A pooling principle is a cost-cutting initiative in which the contact center management team designs a system to handle incoming calls from [...]
Real-Time Management
Real-Time Management™ is a methodology that makes knowledge about customer behavior available in real time. It transforms call center performance [...]
Shrinkage
Typically, in the contact center, shrinkage is defined as when a customer attempts to reach a company via any communication channel (phone, online [...]
Telephony Services Application Programming Interface (TSAPI)
The Telephony Services Application Programming Interface (TSAPI) is an interface that permits C++ programming language based services in a [...]
Voice Over Long-Term Evolution (VoLTE)
Voice Over Long-Term Evolution (VoLTE) was created to deliver higher quality voice calls on a 4G LTE network. This technology will support new [...]