Definitions

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

all hands on deck

133

AHOD – All Hands on Deck

jargon definition

340,394

Contact Centre Jargon and Terminologies

star rating

4,008

How Do You Define Great Customer Service?

headset on computer

RPC (Right Party Contact)

Red Phone calls concept

123

The Meaning of ACR in Outbound Call Centre

Workspace with pen and phone

2,776

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

360 loop

9,789

What is a 360 Degree View of the Customer?

blender fruit

4,850

What is a Blended Agent?

1,105

What is a Carrier?

cloud frame

2,996

What is a Cloud Contact Centre?

3,490

What is a Cold Call?

4,007

What is a Contact Centre?

A picture explaining the meaning of CTO

548

What Is a CTO? – With a CTO Job Description

pirate treasure map

2,671

What is a Customer Journey Map?

customer service

7,996

What is a Customer Service Representative (CSR)?

computer dashboard

1,776

What is a Dashboard?

A pen on a form

166

What Is a Data Access Form (DAF)?

hot desk

3,500

What is a Hot Desk?

Job offer in blue envelope

172

What Is a Job Offer (JO)?

kpi definition

2,564

What is a Key Performance Indicator (KPI)?

11,220

What is a Lost Call?

Moment of truth written in book

205

What Is a Moment of Truth?

annoyed caller

1,707

What is a Nuisance Call?

3,108

What is a Remote Agent?

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