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Definitions

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

jargon definition

Contact Centre Jargon and Terminologies

Speech analytics on speech bubble being held

Definition: Speech Analytics

ChatGPT on grey background

Definition: What Is ChatGPT?

fcr

First Call (Contact) Resolution (FCR)

star rating

How Do You Define Great Customer Service?

pink live chat phone

Replacing Live Chat With Asynchronous Messaging

Red Phone calls concept

The Meaning of ACR in Outbound Call Centre

The Phonetic Alphabet - in a frame of letters

The Phonetic Alphabet and How it Improves Customer Service

Customer and chatbot dialog on smartphone screen.

What Are Chatbots?

Cloud concept with sky, cloud icon and binary data with the words cloud solutions

What Are Cloud Solutions?

A robot holding a phone with the words machine customers

What Are Machine Customers?

people asking questions

What Are Probing Questions?

Soft skills concept. With soft skills written on Memo with a laptop.

What Are Soft Skills?

virtual agent in hand

What Are Virtual Agents?

clocks on sky background

What Does Average Resolution Time (ART) Mean?

Vintage pink telephone on yellow background.

What Does Hang Up the Phone Mean?

missing paper person

What Does No Call No Show Mean?

voice vs non voice

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

360 loop

What is a 360 Degree View of the Customer?

Balanced Scorecard BSC

What Is a Balanced Scorecard?

blender fruit

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

What Is a Call Centre Scorecard?

A Call Centre

What Is a Call Centre?