The contact center glossary defines the most common vocabulary, measurements, metrics, and phrases related to call center software and the field of customer experience.

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.

linkedin facebook pinterest youtube rss twitter instagram facebook-blank rss-blank linkedin-blank pinterest youtube twitter instagram