Glossary

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The process of capturing phone calls for quality assurance, legal compliance, and performance review.

Efforts to improve how a contact center runs—making operations more productive, cost-effective, and customer-focused.

The practice of storing business-related phone calls to document communications, improve service, and ensure compliance.

Organized efforts to reach customers using various channels like phone, SMS, email, and web to promote services or products.

The individual (usually a customer) who initiates contact with the call center.

A centralized support service for public institutions to handle citizen inquiries through multiple communication channels.

A strategy to allocate human resources effectively based on current and future customer demand, agent skills, and staffing needs.

The various communication mediums such as voice, email, live chat, or social media. See also: Omnichannel.

A digital messaging tool embedded on websites or mobile apps allowing customers to connect quickly with support agents.

Following up with customers who give very positive or negative feedback to close the feedback loop and take appropriate actions.

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