Glossary

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  • September 22, 2025
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Call Center Service Level

A percentage that reflects how many incoming calls are answered within a defined time frame—a core indicator of service efficiency.

  • 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.

  • 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.