Definitions

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

jargon definition

355,514

Contact Centre Jargon and Terminologies

fcr

110

First Call (Contact) Resolution (FCR)

star rating

4,132

How Do You Define Great Customer Service?

Red Phone calls concept

389

The Meaning of ACR in Outbound Call Centre

Vintage pink telephone on yellow background.

160

What Does Hang Up the Phone Mean?

Workspace with pen and phone

10,726

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

360 loop

9,922

What is a 360 Degree View of the Customer?

blender fruit

5,181

What is a Blended Agent?

1,363

What is a Carrier?

cloud frame

3,283

What is a Cloud Contact Centre?

3,785

What is a Cold Call?

4,198

What is a Contact Centre?

A picture explaining the meaning of CTO

890

What Is a CTO? – With a CTO Job Description

Data Platform - CDP

What Is a Customer Data Platform (CDP)?

pirate treasure map

2,937

What is a Customer Journey Map?

customer service

10,508

What is a Customer Service Representative (CSR)?

computer dashboard

2,356

What is a Dashboard?

A pen on a form

55

What Is a Data Access Form (DAF)?

GWG - Good Will Gesture with flowers

What Is a Good Will Gesture (GWG)?

hot desk

3,601

What is a Hot Desk?

Job offer in blue envelope

164

What Is a Job Offer (JO)?

kpi definition

2,735

What is a Key Performance Indicator (KPI)?

11,697

What is a Lost Call?

Moment of truth written in book

83

What Is a Moment of Truth?

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