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From the blog

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MFA (Multi Factor Authentication)

MFA (Multi Factor Authentication)

MFA (Multi-Factor Authentication) is a security process that requires users to provide two or more forms of identification before accessing an account or system.
Daniel Harding

Daniel Harding

4 mins read
Predictive dialler

Predictive dialler

A Predictive Dialler is an automated system that uses algorithms to predict agent availability and call volumes, optimizing outbound call centre operations. The algorithm will work out how many calls are needed to be dialled so...
Daniel Harding

Daniel Harding

0 mins read
Integrations

Integrations

Integrations refer to the connection and interaction between different software systems to streamline processes and data sharing. If used correctly and efficiently, they can improve contact centre performance and save staff time...
Daniel Harding

Daniel Harding

0 mins read
Wallboard

Wallboard

A call wallboard is a display screen in a call centre. It shows real-time data and metrics to keep agents and managers informed. They can display this data on displays such as call centre agent desktops, supervisor monitors, and...
Daniel Harding

Daniel Harding

5 mins read
SSO (Single Sign On)

SSO (Single Sign On)

SSO (Single Sign-On) is a system that enables users to access multiple applications or systems with a single set of credentials. Its usually linked to their email provider (For example - Microsoft), where an agent would log in...
Daniel Harding

Daniel Harding

0 mins read
Script

Script

A Script is a pre-defined set of dialogues or responses used by agents to guide them through customer interactions. Scripts can be anyhere for 1 page to multiple pages long depending on the call requirements, complexity of the...
Daniel Harding

Daniel Harding

0 mins read
Resut Codes & Call Dispositions

Resut Codes & Call Dispositions

Result Codes & Call Dispositions are labels or codes used to categorize and document the outcome of a call, such as "resolved," "escalated," etc. They can be broken down and reported on so that you can track and monitor how an...
Daniel Harding

Daniel Harding

0 mins read
Reporting (Call Centre Reporting)

Reporting (Call Centre Reporting)

Call Centre Reporting involves analyzing and presenting data on call centre performance and activities.
Daniel Harding

Daniel Harding

0 mins read
Virtual Agent

Virtual Agent

A virtual agent is an AI-powered entity that simulates human interaction across a range of channels, such as:
admin

admin

4 mins read
Record Eligability

Record Eligability

Record Eligibility will give you the indication of how many eligable leads you have available to be called. Its usually broken down to prove more insights on the list of data with such things like "Average Call Attempts per...
Daniel Harding

Daniel Harding

0 mins read
Real time

Real time

Real-Time Stats/Data refers to up-to-the-minute information and statistics regarding the current state of call centre operations. This information can be shown on dashboaard/wallboards and give accuratel upto date stats of the...
Daniel Harding

Daniel Harding

0 mins read
Queue

Queue

A Queue is a line or waiting list of customers or calls waiting to be serviced by agents. Agents will be assigned an inbound Queue to monitor so that if any calls come in, they will be able to handle the call. They can be in...
Daniel Harding

Daniel Harding

0 mins read
PBX

PBX

A Private Branch Exchange (PBX) is a private telephone system used within an organisation to communicate internally and externally. They are easy to use and integrate with any new or existing business.
admin

admin

5 mins read
Modern Contact Centre

Modern Contact Centre

A Modern Contact Centre is an updated and technologically advanced version of a traditional call centre, incorporating various communication channels. They usually aren't afraid to explore differenet technologies and be trend...
Daniel Harding

Daniel Harding

0 mins read
KPI

KPI

KPI (Key Performance Indicator) is a metric used to evaluate the success of an organization or specific activity. Most agents within a contact centre will have KPIs that they need to meet on a Weekly, Monthly and Quarterly basis.
Daniel Harding

Daniel Harding

0 mins read
KMS (Knowledge Management System)

KMS (Knowledge Management System)

What is a Knowledge Management System? A KMS is a platform used to capture, organise, and distribute knowledge and information within an organisation.
admin

admin

5 mins read
Failure Demand

Failure Demand

Failure demand refers to customer requests or inquiries that occur due to a failure to deliver a product or service as expected. When large or small businesses address failure demand effectively, they can:
admin

admin

3 mins read
Employee Experience

Employee Experience

Employee Experience refers to the overall experience and satisfaction level of employees during their tenure within an organization. Its important for a business to understand how motivated employees are and how likely they are...
Daniel Harding

Daniel Harding

0 mins read
Employee engagement

Employee engagement

Employee Engagement refers to the level of commitment, passion, and enthusiasm employees have towards their work and the organization. Businesses these days will use different techniques to understand agent drivers, which in turn...
Daniel Harding

Daniel Harding

0 mins read
Dropped Call

Dropped Call

A disconnected call refers to a phone call that gets disconnected before completion, often due to technical issues or network problems.
Daniel Harding

Daniel Harding

5 mins read
DNC (Do Not Call)

DNC (Do Not Call)

DNC (Do Not Call) is a list of phone numbers that telemarketers are prohibited from contacting. This could be from the national Do Not Call (DNC) register, or just on the dialler platform, which the customer has requested.
Daniel Harding

Daniel Harding

0 mins read
DID (Direct Inward Dialling)

DID (Direct Inward Dialling)

DID (Direct Inward Dialing) is a feature that allows callers to directly reach a specific extension or agent within a Private Branch Exchange (PBX) or a VoIP system without going through an operator or a receptionist.
admin

admin

5 mins read
Dialler

Dialler

A dialler in a call centre environment is a system that dials a list of phone numbers and connects answered calls to available call centre agents. It automates the process of making calls - enhancing operations and reducing the...
Daniel Harding

Daniel Harding

5 mins read
Dashboard

Dashboard

A Dashboard is a visual representation of key performance indicators (KPIs) and data to monitor and analyze the performance of a call centre. You can allow agents to see specific stats on their own performace, and even how the...
Daniel Harding

Daniel Harding

0 mins read
Customer Service

Customer Service

Customer Service is the support and assistance provided to customers before, during, or after purchasing products or services. Its can be provided by phone, email, web chat, social media or face to face.
Daniel Harding

Daniel Harding

0 mins read
Customer Experience

Customer Experience

Customer Experience (CX) refers to the overall impression and perception a customer has of a company based on their interactions and experiences.
admin

admin

5 mins read
CSAT

CSAT

CSAT (Customer Satisfaction) is a metric used to measure how satisfied customers are with a company's products or services. A CSAT form can be completed mid call or once a call has been complete. It's then used to allow the...
Daniel Harding

Daniel Harding

0 mins read
CRM

CRM

CRM (Customer Relationship Management) is a software system used to manage interactions and relationships with customers. Alot of businesses will integrate a dialler platform with their CRM so that all notes are instantly upto...
Daniel Harding

Daniel Harding

0 mins read
CCaaS (Contact Centre As A Solution)

CCaaS (Contact Centre As A Solution)

admin

admin

4 mins read
Canned Response

Canned Response

A canned response is a pre-prepared or scripted message used in customer support to provide consistent and efficient replies to common queries. Its allows the agent to respond quicker to customers without having to type out...
Daniel Harding

Daniel Harding

0 mins read
Call centre manager

Call centre manager

A call centre manager is a person responsible for overseeing the operations and performance of a call centre team. They ensure the contact centre is performing to its potential but having an overview on the agent performance,...
Daniel Harding

Daniel Harding

0 mins read
AMD (Answer Machine Detection)

AMD (Answer Machine Detection)

AMD (Automatic Message/Answering Machine Detection) is a system that identifies and filters out answering machines from live calls in call centres. It allows agents to only deal with customers and not voicemails.
Daniel Harding

Daniel Harding

5 mins read
AHT (Average Handle Time)

AHT (Average Handle Time)

AHT is a vital metric used in various customer service environments, especially call centres and support centres.
admin

admin

4 mins read
Agent

Agent

An agent is a representative who interacts with customers or performs tasks on behalf of a company or organization.
Daniel Harding

Daniel Harding

0 mins read
WFM (Work Force Management)

WFM (Work Force Management)

Workforce Management software, or WFM as it is more commonly known, is a solution that helps organisations to staff at the correct levels to handle the anticipated customer interaction volumes. This helps organisations to ensure...
Daniel Harding

Daniel Harding

0 mins read
Speech Analytics

Speech Analytics

The process of analysisng calls (live or pre recorded) to determine the conversation, what was said, the emotion and any compliance issues falls under the realm of speech analytics. Speech analytics can analyse more calls than a...
Daniel Harding

Daniel Harding

0 mins read
Scripting Software

Scripting Software

Call centre agents have a lot of information to present to clients and this can vary from call to call. This is where call centre scripting software becomes important. The scripting software allows keys information to be...
Daniel Harding

Daniel Harding

0 mins read
Quality Assurance

Quality Assurance

Call centre quality assurance is vital when you need to assure that service representatives are saying the righ things to customers. Having the ability to listen, whisper, coach and screen interactions is important to any...
Daniel Harding

Daniel Harding

0 mins read
Progressive

Progressive

A progressive dialler is a form of auto dialler that will automatically dial lead records, one at a time. This process ensures that non-productive calls, such as discconected numbers, are presented to the agent. The dialler will...
Daniel Harding

Daniel Harding

0 mins read
Preview

Preview

A preview dialler will present a customer record to an agent and allow them to review it before placing the call. The placing of the call can be initiated by the agent, or it can be set on a timer so that after a pre-determined...
Daniel Harding

Daniel Harding

0 mins read
Power Dialler

Power Dialler

A power dialler is a form of auto dialler that will dial one customer record at a time. If the number dialled is disconnected, there is no answer or an answering machine, it will not present the call to the agent and will...
Daniel Harding

Daniel Harding

4 mins read
Outbound

Outbound

admin

admin

4 mins read
Omnichannel Communication

Omnichannel Communication

Omnichannel, or omni-channel communication, refers to a strategic approach used by businesses to interact with customers across a range of channels with ease.
admin

admin

5 mins read
IVR

IVR

Interactive Voice Response, or IVR for short, is an automated system that allows customers to find the right department for their enquiry, to self serve and to make secure payments 24/7. Having an IVR cloud based call centre...
Daniel Harding

Daniel Harding

0 mins read
Inbound Call Centre

Inbound Call Centre

An inbound call centre is where people call in for assistance or information. Think of it as a central place where trained inbound call centre agents are ready to answer your questions or help solve your problems over the phone.
admin

admin

7 mins read
Contact Centre

Contact Centre

A contact centre is a communcaitions hub that is designed to handle a large volume of inbound, or outbound, interactions. A contact centre can be based at a physical location, such as an office, or a virtual location whereby...
Daniel Harding

Daniel Harding

0 mins read
Cloud Based Contact Centre

Cloud Based Contact Centre

A cloud based contact centre is a central communication platform that is hosted on an internet server and usually accessed through a browser or application.
admin

admin

6 mins read
Call Centre Software

Call Centre Software

Call centre software is an advanced piece of technocology that organises and strealimes a business' communciations. Handling both inbound and outbound calls and interactions, call centre software plays a vital part in ensuring...
Daniel Harding

Daniel Harding

0 mins read
Automated IVR Software

Automated IVR Software

Automated IVRs is software that allows customers to self serve and use their keypad tones to enter information. This is commonly used in customer service environments and can also be used to make payments without the need for...
Daniel Harding

Daniel Harding

0 mins read
Automated IVR

Automated IVR

admin

admin

5 mins read
AI Call Centre Software

AI Call Centre Software

AI can be used in various forms in contact centres. Most commonly it can be used for speech analytics, automated outbound call routing, and conversational voice AI services that can automate conversations with clients to allow...
Daniel Harding

Daniel Harding

0 mins read