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Definitions

Definitions of key contact centre terms and phrases.

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Sub Category

What Is Failure Demand?

What Is Failure Demand?

What Is Empathy?

What Is Empathy?

What Is Database Call Handling?

What Is Database Call Handling?

What Is an Erlang Calculator?

What Is an Erlang Calculator?

What Is Quiet Quitting?

What Is Quiet Quitting?

What Is Computer Telephony Integration (CTI)?

What Is Computer Telephony Integration (CTI)?

What Is Calling Line Identity (CLI or CLID)?

What Is Calling Line Identity (CLI or CLID)?

What Is Average Time to Abandon (ATA)?

What Is Average Time to Abandon (ATA)?

What Is Customer Sentiment?

What Is Customer Sentiment?

What Is DTMF?

What Is DTMF?

What Are Machine Customers?

What Are Machine Customers?

What Is Unified Communications as a Service?

What Is Unified Communications as a Service?

What Is Employee Experience?

What Is Employee Experience?

What Is Customer Experience?

What Is Customer Experience?

What Is Customer Lifetime Value?

What Is Customer Lifetime Value?

What Is a Call Centre Scorecard?

What Is a Call Centre Scorecard?

What Is a Service Level Agreement?

What Is a Service Level Agreement?

What Is Customer Data Analysis?

What Is Customer Data Analysis?

What Is Call Routing?

What Is Call Routing?

What Is a Balanced Scorecard?

What Is a Balanced Scorecard?

What Is Contact Centre Management?

What Is Contact Centre Management?

What Is Voice Over Internet Protocol?

What Is Voice Over Internet Protocol?

What Is Data Governance?

What Is Data Governance?

What Is Conversation Tagging?

What Is Conversation Tagging?

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