Glossary

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The quality of service and attentiveness received by guests from staff in places like hotels and restaurants.

A phone call that has been completely managed by an agent, from answering the call to resolving the customer’s issue.

The physical devices and equipment—like servers, computers, and phones—used in a contact center.

Information recorded from past events, often used to analyze trends and improve future performance.

Customer experiences that are highly customized using data, designed to match each person’s specific needs, behavior, and preferences.

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.

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