Glossary

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Agents who work from home or outside the traditional contact center environment.

The amount of time it takes to respond to a customer contact such as a call, email, or message.

A voice or text message that guides users to take a specific action in an IVR system.

Technologies and strategies used by retailers to enhance customer experience and satisfaction.

The global network of interconnected telephone systems used for voice communication.

Technology that automates repetitive, rule-based tasks using digital bots.

The traditional circuit-switched telephone network that connects calls worldwide.

Tools that use RPA to streamline operations, reduce manual work, and improve efficiency.

The strategies and systems used to manage, measure, and improve customer service quality in a contact center.

The process of creating and managing employee work schedules, accessible across devices.

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