Glossary

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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.

A system that automatically sends incoming calls to the right agent or team based on set rules or data.

The use of game elements like points, badges, and leaderboards to encourage productive behavior and boost engagement among employees.

AI-driven virtual assistants that understand customer questions and provide automatic support through natural conversation.

A method for identifying the difference between the current state and desired goals, then determining the steps needed to close that gap.

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