Glossary

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  • 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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Call Detail Report (CDR)

A detailed report that provides information on every call handled by the system, including duration, time, and agent involved.

  • September 22, 2025
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AI Customer Service Tools

Applications that use AI to automate, streamline, and improve customer service processes.

  • September 22, 2025
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Attrition Rate

The percentage of employees who permanently leave a company over a given period. High attrition in contact centers may indicate issues in management, workload, or job satisfaction.

  • September 22, 2025
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Average Speed of Answer (ASA)

ASA is the average time it takes for a call to be answered by an agent after entering the queue. It reflects how quickly a contact center responds to incoming

  • September 22, 2025
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Banking CX

The collective efforts to make every customer feel valued during interactions with a bank, encompassing perceptions and experiences across the entire customer journey.