Glossary

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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.

A written outline of a role’s title, purpose, duties, tasks, work environment, and reporting structure.

The time when a contact center agent is logged in and ready to work but not currently handling a customer interaction.

A service team focused on receiving and managing incoming calls from customers who need help or information.

A metric showing how often a customer’s issue is fully resolved during their first phone call, without needing a follow-up.

A company that develops and sells software independently of hardware manufacturers, though their software may work with specific hardware products.

How closely predicted contact volumes match the actual number of calls, chats, or emails received.

A set of communication standards that allows voice, video, and data to be transmitted over telephone lines digitally.

An estimate of how many customer interactions (calls, chats, etc.) a contact center expects during a specific time.

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