Glossary

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Predicting trends or events over a long period (6 months to 5 years).

An automated phone system that interacts with customers using voice or keypad inputs, often used to route calls or allow self-service.

The agent who has been idle the longest and is next in line to receive an incoming call.

Updating staffing plans during the day based on real-time call volume, handle time, and service level changes.

A call routing method that checks agent or trunk availability before directing the call.

Adjusting agent schedules during the day to deal with unexpected changes in call volume or agent availability.

An automated menu that greets callers, helps them choose options, and routes them to the right department or action.

Analyzing customer behavior across touchpoints over time to understand its impact on business outcomes.

Improving the customer journey by identifying pain points and personalizing experiences using data and AI.

Coordinating real-time interactions across channels to deliver relevant, personalized experiences.

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