Definitions

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

jargon definition

377,190

Contact Centre Jargon and Terminologies

fcr

193

First Call (Contact) Resolution (FCR)

star rating

4,285

How Do You Define Great Customer Service?

pink live chat phone

Replacing Live Chat With Asynchronous Messaging

Red Phone calls concept

824

The Meaning of ACR in Outbound Call Centre

Customer and chatbot dialog on smartphone screen.

What Are Chatbots?

people asking questions

63

What Are Probing Questions?

virtual agent in hand

What Are Virtual Agents?

clocks on sky background

61

What Does Average Resolution Time (ART) Mean?

Vintage pink telephone on yellow background.

1,373

What Does Hang Up the Phone Mean?

missing paper person

188

What Does No Call No Show Mean?

Workspace with pen and phone

17,971

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

360 loop

10,082

What is a 360 Degree View of the Customer?

Balanced Scorecard BSC

51

What Is a Balanced Scorecard?

blender fruit

5,618

What is a Blended Agent?

Chalk loudspeaker and inscription scorecard on black chalkboard

135

What Is a Call Centre Scorecard?

A Call Centre

66

What Is a Call Centre?

2,000

What is a Carrier?

cloud frame

3,727

What is a Cloud Contact Centre?

4,257

What is a Cold Call?

4,462

What is a Contact Centre?

A picture explaining the meaning of CTO

1,407

What Is a CTO? – With a CTO Job Description

Data Platform - CDP

52

What Is a Customer Data Platform (CDP)?

pirate treasure map

3,304

What is a Customer Journey Map?

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