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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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.

  • September 22, 2025
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Bot

Software that automates tasks traditionally done by humans. See also: Chatbot.

  • September 22, 2025
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Bulk SMS Sender

An application that enables users to send out mass text messages to communicate with large groups of customers.