Assembled

Backlog

The gross number of support contacts that have yet to be addressed or resolved within a set amount of time.‍

Back-office optimization is the process of streamlining and automating workforce tasks that occur in a contact center.

Blended agents are trained to handle both incoming and outgoing calls.

Business process outsourcing (BPO) is a method of subcontracting various business-related operations to third-party vendors.