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Terminology

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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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