Glossary

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  • September 22, 2025
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Scheduling

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

  • September 22, 2025
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Synchronous Channels

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

  • September 22, 2025
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Screen Pop

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

  • September 22, 2025
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Real-Time Customer Insights

Instant data on customer behavior and preferences used to personalize and improve interactions.

  • September 22, 2025
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Real-Time Customer Engagement

Interacting with customers instantly across channels like chat, voice, or social media to deliver timely and relevant responses.

  • September 22, 2025
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Real-Time Management (RTM)

Managing staff, queues, and service levels as events occur during the day to maintain performance targets.

  • September 22, 2025
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Real-Time Personalization

Using live data to tailor customer experiences instantly, enhancing engagement and satisfaction.

  • September 22, 2025
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Recruitment

Process of attracting, screening, and selecting qualified candidates to fill job vacancies within an organization. It involves identifying staffing needs, sourcing applicants, conducting interviews, and hiring the right talent.

  • September 22, 2025
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Remote Agents

Agents who work from home or outside the traditional contact center environment.

  • September 22, 2025
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Response Time

The amount of time it takes to respond to a customer contact such as a call, email, or message.