Call center

A call center is a centralized department that handles inbound and outbound calls from current and potential customers.

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Call center agent productivity

Call center agent productivity refers to the efficiency of customer service representatives in handling interactions.

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Call center SLA

At 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.

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Call center workforce optimization

The strategic process of maximizing the efficiency, productivity, and performance of the employees within a call center environment

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Champion challenger model

Two or more competing strategies or approaches, known as "champions" and "challengers," are tested against each other to determine which one yields the best results.

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Channels

Channels are the means by which your team interacts with and supports your customers. These include: Email, Chat, SMS, Phone, and Social.

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Contact center

A 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

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Contact center forecasting

Contact 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.

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Contact center scorecard

A 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.

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Contact center workforce optimization

Contact 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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Cost per case

The 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.”

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CSAT

The score a customer leaves in response to a survey question about their satisfaction after a contact.

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Customer experience analytics

The process of analyzing customer interactions and feedback to improve their experience.

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