Glossary

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Technology that identifies human emotions by analyzing tone, facial expressions, voice, and other cues.

AI that listens to how someone speaks—tone, speed, and emotion—to detect how they’re feeling during a call.

How involved, motivated, and connected employees feel with their work and the organization.

A math formula used to calculate how many agents are needed in a contact center to meet service level targets.

Customer opinions or comments collected directly—such as through surveys—about a product, service, or experience.

Calculations used to predict the right number of staff needed to handle expected call volume while maintaining quality.

A telecom service that sends specific identifying numbers to a business so they know which number the customer dialed.

An estimate of how long a customer will wait in a queue before being served by an agent.

A basic voice response system that gives callers limited choices to guide the conversation.

Analyzing customer interactions across various channels to understand and improve how people experience a brand.

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