Glossary

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A strategic method to enhance and track the productivity of sales teams.

The number of agents needed to meet contact volume at a specific time.

A metric that shows how well agents follow their scheduled work times.

A team leader responsible for monitoring and supporting contact center agents.

The planning of agent shifts, activities, and staffing levels in a contact center.

Channels where communication happens in real time, like phone or live chat.

A feature that displays customer data on the agent’s screen as a call or interaction begins.

Providing a consistent customer experience across all channels—phone, chat, email, social, and in-person.

A security system to protect personal data during transactions.

Automated chat systems that help customers through conversational interfaces.

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