The Largest Online Community for Contact Centre Professionals

LinkedIn YouTube
Search
Menu
Close Close
LinkedIn YouTube
Open Sidebar
Follow us on LinkedIn

Definitions

Definitions of key contact centre terms and phrases.

Filter Filter Filter
Recent Articles Most Viewed Articles

Category

Sub Category

What Is Customer Lifetime Value?

What Is Customer Lifetime Value?

What Is DNIS?

What Is DNIS?

What is Customer Service?

What is Customer Service?

What Is Right First Time (RFT)?

What Is Right First Time (RFT)?

What Is Automated Speech Recognition?

What Is Automated Speech Recognition?

What Is Average Handling Time (AHT)?

What Is Average Handling Time (AHT)?

What Is a Call Centre Scorecard?

What Is a Call Centre Scorecard?

What Are Probing Questions?

What Are Probing Questions?

What is Gamification?

What is Gamification?

What Is a Service Level Agreement?

What Is a Service Level Agreement?

What Is a Call Centre?

What Is a Call Centre?

What is Multi-Site Networking?

What is Multi-Site Networking?

What Is Business Process Outsourcing (BPO)?

What Is Business Process Outsourcing (BPO)?

What Is a Data Access Form (DAF)?

What Is a Data Access Form (DAF)?

What Is Brand Intelligence?

What Is Brand Intelligence?

What Is Real-Time Floor Monitoring (RTFM)?

What Is Real-Time Floor Monitoring (RTFM)?

What Is Manufacturer’s Serial Number (MSN)?

What Is Manufacturer’s Serial Number (MSN)?

What Is Brand Experience?

What Is Brand Experience?

What Is a Moment of Truth?

What Is a Moment of Truth?

What Is Call Analytics?

What Is Call Analytics?

What Are Chatbots?

What Are Chatbots?

What Is Closed-Loop Feedback?

What Is Closed-Loop Feedback?

What Is Call Routing?

What Is Call Routing?

What Is Utilization?

What Is Utilization?

Close Close
Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise