Multichannel – defined as fusion of both virtual and physical channels.
Multichannel – defined as fusion of both virtual and physical channels.
Natural language speech recognition (NLSR) – advanced form of speech recognition that enables customers to perform a variety of self-transactions just by speaking into their phone.
Net Promoter Score (NPS) – metric that is used to evaluate customer perception of your company/brand and can predict revenue growth or decline, loyalty, and churn. How to calculate: % of promoters - % of detractors.
Omnichannel contact center – software that handles all inbound and outbound communication across multiple integrated channels. A customer can start communication via email and seamlessly transfer to telephone. Complete customer journey is recorded and shared in a single platform.
Omnichannel customer experience – personalized experience because every interaction with a company is connected and tracked across all channels.
Outbound call center – contact center that makes mostly outbound calls usually for sales purposes.
Outbound IVR – technology that is used to send proactive outbound messages.
Predictive Dialer – an app that is used to initiate a large number of outbound calls at the same time. It predicts agent availability and transfers any connected contacts to live agents.
Proxy server – gateway between a client requesting a resource and the server providing.
Problem management – process of identifying and managing the causes of incidents and it’s a core component of ITSM. Primary goal of problem management is to prevent incidents from happening.
Quality Monitoring (QM) – a measure that makes sure all touch points with customer is in touch with across the company are consistent.
Queue – virtual line where customers wait to be connected to an agent.
Return on Investment (ROI) – is a ratio between net income and investment value. How to calculate: net income/cost of investment.
SaaS (software as a service) – licensing and delivery model where software is licensed based on monthly or annual subscription. Cloud provider hosts apps and makes them available to end-users.
Server – high powered computer that provides service to another computer and their users. It is built to store, manage and process network data, systems and devices.
Service level management – practice based on ITSM and ITIL that ensures timely monitoring, customization and measuring of all agreed terms, targets and priorities.
Scheduling – in terms of contact center it refers to workforce management and optimization, planning of work time and all activities.
Screen Recording – recording of everything that's happening on the agent's screen while they interact with the customer. This is done for educational and quality assessment purposes.
Shrinkage – metric that refers to workshop management. It's the work time that agents are paid for but they are not available for interactions with customers.
Skill-Based Routing (SBR) – call assignment strategy that transfers calls to the most suitable agents for that specific inquiry.
Softphone – VoIP software technology that enables contact centers to make and receive calls over the internet without needing any hardware.
Supervisor – person who oversees and manages a team or an individual to make sure they are performing efficiently.
Survey – research method to collect data from your target group.
System Administrator – IT professional responsible for configuring, managing, upkeep and reliability of company’s systems.
Switch – telephone exchange that connects two or more digital voice circuits based on dialed numbers or some other criteria.
Talk time – metric that measures total amount of time an agent spends talking to a customer. It includes hold time and conference time.
Text-to-Speech (TTS) – voice processing system reader that converts text to spoken words using speech synthesis.
Trunk – link between phone and switching systems.
Upsell – when a sales representative encourages customers to buy, upgrade or include add-ons to the product or service they're buying.
Voice authentication - biometric verification of a customers’ voice for authorization or access.
Voice of customer (VOC) - research that captures, analyzes, and stores customer feedback in order to have valuable insights.
Voice over Internet Protocol (VoIP) – method to make and receive calls over the internet.
Wrap Time – it refers to a time that the agent is using the following end of the communication with the customer to complete administrative tasks.
