Contact Centre Definitions

A |  B |  C |  D |  E |  F |  G |  H |  I |  J |  K |  L |  M |  N |  O |  P |  Q |  R |  S |  T |  U |  V |  W |  X |  Y |  Z

A

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Agent
AHT (Average Handle Time)
AI Call Centre Software
AMD (Answer Machine Detection)
Automated IVR
Automated IVR Software

B

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C

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Call centre manager
Call Centre Software
Canned Response
CCaaS (Contact Centre As A Solution)
Cloud Based Contact Centre
Contact Centre
CRM
CSAT
Customer Experience
Customer Service

D

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Dashboard
Dialler
DID (Direct Inward Dialling)
DNC (Do Not Call)
Dropped Call

E

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Employee engagement
Employee Experience

F

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Failure Demand

G

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H

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I

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Inbound
Integrations
IVR

J

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K

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KMS (Knowledge Management System)
KPI

L

---

M

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MFA (Multi Factor Authentication)
Modern Contact Centre

N

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O

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OMNI Channel
Outbound

P

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PBX
Power Dialler
Predictive dialler
Preview
Progressive

Q

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Quality Assurance
Queue

R

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Real time
Record Eligability
Remote Agent
Reporting (Call Centre Reporting)
Resut Codes & Call Dispositions

S

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Script
Scripting Software
Speech Analytics
SSO (Single Sign On)

T

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U

---

V

---

W

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Wallboard
WFM (Work Force Management)

X

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Y

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Z

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