Glossary

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The likelihood that a call will wait in queue instead of being immediately answered.

A sudden spike in call volume beyond typical variations, requiring fast operational adjustments.

Designing and controlling workflows to meet operational goals effectively.

A digital service enabling individuals to interact directly without a centralized intermediary.

A visual diagram that outlines each step in a business or service process.

Additional compensation tied directly to individual or team performance outcomes.

A highly satisfied customer who actively recommends a brand to others.

A structured process of monitoring and improving employee performance to meet business objectives.

Using AI to deliver tailored and dynamic interactions based on customer data and behavior.

A system that records and monitors phone interactions between agents and customers.

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