Glossary

Home / Archive by category: Glossary ( Page 27)
  • September 22, 2025
  • admin

Customer Relationship Management (CRM)

A strategy or tool used to manage and analyze customer interactions and data throughout the customer lifecycle — with the goal of improving customer service, retention, and sales growth.

  • September 22, 2025
  • admin

Contact Disposition

A label or status assigned to a completed customer interaction to indicate the result or outcome.

  • September 22, 2025
  • admin

Cloud Call Center Solution

A virtual call center service that allows businesses to manage support and sales calls via cloud platforms.

  • September 22, 2025
  • admin

Cloud Contact Center

A modern contact center that operates entirely through cloud-based infrastructure and supports multiple communication channels.

  • September 22, 2025
  • admin

Cloud-based Contact Center Platforms

Software-as-a-service platforms hosted in the cloud that support customer interactions across phone, chat, email, and social media.

  • September 22, 2025
  • admin

Co-browse

A tool that lets agents and customers view and navigate the same web page simultaneously for real-time support.

  • September 22, 2025
  • admin

Contact Center

A department (physical or virtual) where customer interactions are managed across multiple channels like voice, email, chat, and social platforms.

  • September 22, 2025
  • admin

Contact Center Abandon

A situation where a customer ends the interaction before being connected to an agent.

  • September 22, 2025
  • admin

Contact Center Agent Self-Evaluations

A self-review process where agents score their own customer interactions using the same criteria as their supervisors would, helping improve awareness and accountability.