Glossary

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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.

Tactics companies use to protect customer data while still delivering personalized service.

Software built for public agencies to improve how they serve citizens and manage interactions.

Comprehensive tools and strategies used to upgrade how customers experience a brand.

A unit that measures how loud a sound is.

An incoming call from a customer that is waiting in a queue until an agent becomes available.

A support center that helps customers through digital platforms like email, SMS, chat, and social media instead of traditional phone lines.

Any online method a customer uses to contact a business, like chat, email, or social media.

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