Glossary

Home / Archive by category: Glossary ( Page 28)
  • 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.

  • September 22, 2025
  • admin

Call Distribution

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

  • September 22, 2025
  • admin

Contact Center Agent Workspace

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

  • September 22, 2025
  • admin

Call Recording

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

  • September 22, 2025
  • admin

Call Recording for Business

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