The score a customer leaves in response to a survey question about their satisfaction after a contact.
Read moreChannels are the means by which your team interacts with and supports your customers. These include: Email, Chat, SMS, Phone, and Social.
Read moreA call center is a centralized department that handles inbound and outbound calls from current and potential customers.
Read moreAt the highest level, call center SLA (Service Level Agreement) is a measure of the services provided to a customer in a certain period of time.
Read moreThe average cost per support contact, which can include both fixed costs (such as office payments and Internet expenses) and variable costs (such as scheduled labor, unscheduled overtime, etc.). Also referred to as “cost per contact.”
Read moreCall center agent productivity refers to the efficiency of customer service representatives in handling interactions.
Read moreThe strategic process of maximizing the efficiency, productivity, and performance of the employees within a call center environment
Read moreA centralized facility or department within an organization that manages all inbound and outbound communications with customers, clients, and other stakeholders through various channels such as phone calls, emails, web chats, social media, and SMS
Read moreA contact center scorecard is a performance measurement tool used to assess and evaluate the effectiveness, efficiency, and quality of operations within a contact center environment.
Read moreTwo or more competing strategies or approaches, known as "champions" and "challengers," are tested against each other to determine which one yields the best results.
Read moreContact center forecasting is the process of predicting the volume of incoming customer interactions, such as phone calls, emails, chats, and other channels, that a contact center is likely to receive over a specific period of time, typically in the near future.
Read moreThe process of analyzing customer interactions and feedback to improve their experience.
Read moreContact center workforce optimization is a strategic approach aimed at maximizing the efficiency, productivity, and performance of the workforce within a contact center environment.
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