Glossary

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  • September 22, 2025
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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
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Contact Center Abandon

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

  • September 22, 2025
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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.

  • September 22, 2025
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Call Distribution

The process of automatically routing incoming calls to available agents based on call volume and queue strategy.

  • September 22, 2025
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Contact Center Agent Workspace

A unified digital interface combining communication channels and tools to help agents deliver quick and consistent service.

  • September 22, 2025
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Call Recording

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

  • September 22, 2025
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Call Recording for Business

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

  • September 22, 2025
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Contact Center Campaigns

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

  • September 22, 2025
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Caller

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