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Definitions

Definitions of key contact centre terms and phrases.

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Sub Category

What is Bluetooth?

What is Bluetooth?

What is a Hot Desk?

What is a Hot Desk?

What is Emotional Intelligence?

What is Emotional Intelligence?

What is an Emoji?

What is an Emoji?

What is a Cold Call?

What is a Cold Call?

What is an Agent Status Code?

What is an Agent Status Code?

What is Average Speed of Answer?

What is Average Speed of Answer?

What is a Customer Journey Map?

What is a Customer Journey Map?

What is Social Customer Service?

What is Social Customer Service?

What is Overflow?

What is Overflow?

What is Mute?

What is Mute?

What is a Remote Agent?

What is a Remote Agent?

What is a Wrap-Up Code?

What is a Wrap-Up Code?

What is a Blended Agent?

What is a Blended Agent?

What is an Intranet?

What is an Intranet?

What is Customer Relationship Management (CRM)?

What is Customer Relationship Management (CRM)?

How Do You Define Great Customer Service?

How Do You Define Great Customer Service?

What is Available Time?

What is Available Time?

What is Average Talk Time?

What is Average Talk Time?

What is an Invisible Queue?

What is an Invisible Queue?

What is Next Generation Workforce Optimisation?

What is Next Generation Workforce Optimisation?

What is Hosted Call Recording?

What is Hosted Call Recording?

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