Glossary

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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.

A network interface through which data is exchanged between devices or systems.

The use of analytics to anticipate and prevent customer service issues before they occur.

AI-enabled support that predicts customer needs and offers proactive solutions.

A dialer that displays customer info to the agent before initiating the call, giving time to prepare.

A telecommunications standard that provides multiple voice or data channels over ISDN.

A secure network infrastructure dedicated to a specific organization.

Integrated communication experience across multiple channels such as phone, email, live chat, and social media.

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