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Definitions

Definitions of key contact centre terms and phrases.

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What Is an Interactive Voice Response (IVR) Survey?

What Is an Interactive Voice Response (IVR) Survey?

What Is a Customer Retention Strategy?

What Is a Customer Retention Strategy?

What Is an Erlang Calculator?

What Is an Erlang Calculator?

What Is Sales and Operations Planning (S&OP)?

What Is Sales and Operations Planning (S&OP)?

What Is Workforce Optimization (WFO)?

What Is Workforce Optimization (WFO)?

What Is Customer Retention?

What Is Customer Retention?

What Is the FCA’s Consumer Duty?

What Is the FCA’s Consumer Duty?

What Is Empathy?

What Is Empathy?

What Is Voice Over Internet Protocol?

What Is Voice Over Internet Protocol?

What Is Product Innovation?

What Is Product Innovation?

What Are Soft Skills?

What Are Soft Skills?

What Is Session Initiated Protocol (SIP)?

What Is Session Initiated Protocol (SIP)?

Definition: Speech Analytics

Definition: Speech Analytics

What Is Total Experience?

What Is Total Experience?

What Is Generative AI?

What Is Generative AI?

What Is Onboarding?

What Is Onboarding?

What Is an Omnichannel Customer Experience?

What Is an Omnichannel Customer Experience?

What Is a Predictive Dialler?

What Is a Predictive Dialler?

What Is Environmental Social and Governance?

What Is Environmental Social and Governance?

What Is Microlearning?

What Is Microlearning?

What Is a Progressive Dialler?

What Is a Progressive Dialler?

What Is a Preview Dialler?

What Is a Preview Dialler?

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