ASR
Asr is the speech recognition function available in contact centers (cc). Asr allows for incoming customer calls to be transcribed into text and [...]
Bot
Using automation software, bots complete tasks that a human could traditionally perform on behalf of the customer. There are many reasons to use a [...]
Case Management
Case management in contact call center is a process or method to improve effectiveness and efficiency in developing frameworks within customer [...]
CSAT
CSAT (Customer Satisfaction) is a productivity metric used in contact centers to measure the customer satisfaction level of calls that were [...]
Document Management System (DMS)
The main purpose of a contact center document management system is to manage e-mail interactions, phone call interactions, social media [...]
Gap Analysis
GAP Analysis: in contact centers it is an activity to identify the contact center performance gaps and understanding the reasons behind them. [...]
Integrated browser
Integrated browser (IB) or Web browser is web browsing technology built into a Contact Center application. The Integrated browser may be built-in [...]
Live Chat
Live chat is a feature of online customer care service provided by the contact center. It allows clients to communicate directly with an agent of [...]
Moves, adds and changes (MACs)
A move is a change in a contact center worker`s workstation and/or position. An add is a new worker added to the contact center and a change is [...]
PBX (Private Branch Exchange)
PBX is a private branch exchange (PBX) is an application, software, or hardware that provides unified access to the telephone network.
Quality Management
Quality Management can be defined as the process of continuously improving the quality of services by identifying and eliminating non efficient [...]
Script (call script)
A call script is a planned outline for an employee to follow during a telephone call. It is usually used for marketing solicitations or technical [...]
Supervisor
The role of a call center supervisor is to manage their subordinates and provide them with support while they handle calls. They are responsible [...]
Upsell
Definition of upsell – Offer an additional product or service to a current customer in addition to the item and price previously agreed upon. [...]
Wrap Time
What is wrap time? Wrap time gives you an idea how long it will take to complete a job when using a call center. For example, if a customer is on [...]