Glossary

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Predefined limit used to measure performance. If exceeded, it signals the need for action to maintain service quality and efficiency.

A system that records, tracks, and manages customer interactions through a ticket number.

A security process that replaces sensitive data with a non-sensitive equivalent.

A telephone service where the recipient, not the caller, pays for the call (e.g., 800 numbers).

The design of telecom networks to efficiently handle expected data and voice traffic.

An analysis of call volumes to predict future contact center needs and performance.

The number of actual calls handled, adjusted by agent occupancy rate.

Live, two-way conversations that occur simultaneously between agent and customer.

A communication line that connects phone systems or carries voice/data between telecom switches.

Monitoring social media for mentions of your brand to gather insights and respond effectively.

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