Glossary

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  • 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.

  • September 22, 2025
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Contact Center for Government

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

  • September 22, 2025
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Capacity Planning

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