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Definitions

Definitions of key contact centre terms and phrases.

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What Is DTMF Masking?

What Is DTMF Masking?

What Is Contact Centre as a Service (CCaaS)?

What Is Contact Centre as a Service (CCaaS)?

What Is a Moment of Truth?

What Is a Moment of Truth?

What Is the Erlang C Formula?

What Is the Erlang C Formula?

What Is Work at Home (WaH)?

What Is Work at Home (WaH)?

What Is Side-by-Side (SBS) Coaching?

What Is Side-by-Side (SBS) Coaching?

What Is a Data Access Form (DAF)?

What Is a Data Access Form (DAF)?

What Is Rest Day Overtime (RDOT)?

What Is Rest Day Overtime (RDOT)?

What Is Manufacturer’s Serial Number (MSN)?

What Is Manufacturer’s Serial Number (MSN)?

What Is Business as Usual (BAU)?

What Is Business as Usual (BAU)?

What Is Response Time When New (RTWN)?

What Is Response Time When New (RTWN)?

What Is Real-Time Floor Monitoring (RTFM)?

What Is Real-Time Floor Monitoring (RTFM)?

What Is a Job Offer (JO)?

What Is a Job Offer (JO)?

What Is a Team Leader (TL)?

What Is a Team Leader (TL)?

What Is DNIS?

What Is DNIS?

What Is DPA?

What Is DPA?

What Is CPA?

What Is CPA?

The Meaning of ACR in Outbound Call Centre

The Meaning of ACR in Outbound Call Centre

What Is a CTO? – With a CTO Job Description

What Is a CTO? – With a CTO Job Description

What is the Meaning of EOS?

What is the Meaning of EOS?

What is Service Recovery – With Examples

What is Service Recovery – With Examples

The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

Contact Centre Jargon and Terminologies

Contact Centre Jargon and Terminologies

What is Contact Centre Quality Assurance?

What is Contact Centre Quality Assurance?

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