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 an Outbound Dialling Campaign?

What is an Outbound Dialling Campaign?

What is an Account Code?

What is an Account Code?

What is Multi-Site Networking?

What is Multi-Site Networking?

What is Business to Consumer (B2C)?

What is Business to Consumer (B2C)?

What is Conditional Routing?

What is Conditional Routing?

What is a Carrier?

What is a Carrier?

What is Business to Business – B2B?

What is Business to Business – B2B?

What is Auxiliary Work State?

What is Auxiliary Work State?

What is an Auto Attendant?

What is an Auto Attendant?

What is a Spike in Call Volumes?

What is a Spike in Call Volumes?

What is a Script?

What is a Script?

What is an Outbound Call Centre?

What is an Outbound Call Centre?

What is Business Networking?

What is Business Networking?

What is a Key Performance Indicator (KPI)?

What is a Key Performance Indicator (KPI)?

What is a Dashboard?

What is a Dashboard?

What is a 360 Degree View of the Customer?

What is a 360 Degree View of the Customer?

What is a Nuisance Call?

What is a Nuisance Call?

What is Interactive Voice Response?

What is Interactive Voice Response?

What is Gamification?

What is Gamification?

What is a Customer Service Representative (CSR)?

What is a Customer Service Representative (CSR)?

What is Customer Service?

What is Customer Service?

What is a Contact Centre?

What is a Contact Centre?

What is Compliance in the Contact Centre?

What is Compliance in the Contact Centre?

What is a Cloud Contact Centre?

What is a Cloud Contact Centre?

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