Glossary

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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.

A process to align evaluators on scoring standards for consistency in quality evaluations.

A form with predefined criteria used to assess the quality of agent interactions and identify improvement areas.

Documents or procedures that guide how quality will be maintained and monitored—often including sampling methods and evaluation schedules.

The amount of time a customer spends waiting in queue before being assisted by an agent.

A workforce management metric that tracks if agents are following their schedules in real time.

Instant data on customer behavior and preferences used to personalize and improve interactions.

Interacting with customers instantly across channels like chat, voice, or social media to deliver timely and relevant responses.

Managing staff, queues, and service levels as events occur during the day to maintain performance targets.

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