Abandonment Rate
A contact center's abandonment rate measures how many calls are abandoned before the customer service representative (CSR) answers. Contact center [...]
Automatic Speech Recognition (ASR)
Automatic Speech Recognition (ASR) is an important component of customer service automation. Contact centers are adopting speech technologies to [...]
Call Closing
Call closing is a method of contact center scripting that is prevalently used in order to ensure a high quality outbound call center process and [...]
Click to Call
Click to Call is a contact center technology that provides the means for customers to initiate a call back directly from a website.
Customer Journey
Call center customer journey is a linear process of relationship between the contact center and customer that starts with 1st contact and ends [...]
Endpoint
An endpoint is a "device" used by the customer such as a cell phone, tablet, vehicle navigator and any other connected device.
Healthcare Call Center
Healthcare call center: A healthcare call center is a center that is set up in healthcare organizations. The staff at the center answers to the [...]
Intra Day Statistics
Intra Day Statistics maintain an account of all transactions handled by the contact center during a given day. Also keep track of activities [...]
Longest Call Waiting (LCW)
In the contact center industry, Longest Call Waiting (LCW) is the maximum time, in seconds, that a call can wait before completion. LCW is part of [...]
Network Control Center
Network Control Center is the contact center architecture that can optimize the management layer and routing of a contact center.