Definitions

Definitions of key contact centre terms and phrases. Also found in our Contact Centre Jargon Glossary.

jargon definition

406,193

Contact Centre Jargon and Terminologies

Speech analytics on speech bubble being held

Definition: Speech Analytics

fcr

338

First Call (Contact) Resolution (FCR)

star rating

4,510

How Do You Define Great Customer Service?

pink live chat phone

179

Replacing Live Chat With Asynchronous Messaging

Red Phone calls concept

1,555

The Meaning of ACR in Outbound Call Centre

Customer and chatbot dialog on smartphone screen.

106

What Are Chatbots?

A robot holding a phone with the words machine customers

50

What Are Machine Customers?

people asking questions

873

What Are Probing Questions?

virtual agent in hand

56

What Are Virtual Agents?

clocks on sky background

200

What Does Average Resolution Time (ART) Mean?

Vintage pink telephone on yellow background.

4,515

What Does Hang Up the Phone Mean?

missing paper person

516

What Does No Call No Show Mean?

Workspace with pen and phone

27,843

What Does Voice and Non-Voice Process Mean In BPO?

360 loop

10,295

What is a 360 Degree View of the Customer?

Balanced Scorecard BSC

374

What Is a Balanced Scorecard?

blender fruit

6,205

What is a Blended Agent?

Audit concept with the words audit surrounded with business icons

What Is a Call Centre Audit?

Chalk loudspeaker and inscription scorecard on black chalkboard

477

What Is a Call Centre Scorecard?

A Call Centre

85

What Is a Call Centre?

3,156

What is a Carrier?

cloud frame

4,263

What is a Cloud Contact Centre?

4,728

What is a Cold Call?

4,988

What is a Contact Centre?

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