Glossary

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  • September 22, 2025
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Closed-loop Action

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

  • September 22, 2025
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Closed-loop Feedback

A system of acting on customer insights gathered from surveys, interactions, or online feedback.

  • September 22, 2025
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Cloud Call Center Solution

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

  • September 22, 2025
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Cloud Contact Center

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

  • September 22, 2025
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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
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Co-browse

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

  • 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.