Definitions

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

jargon definition

395,039

Contact Centre Jargon and Terminologies

fcr

301

First Call (Contact) Resolution (FCR)

star rating

4,440

How Do You Define Great Customer Service?

pink live chat phone

147

Replacing Live Chat With Asynchronous Messaging

Red Phone calls concept

1,354

The Meaning of ACR in Outbound Call Centre

Customer and chatbot dialog on smartphone screen.

68

What Are Chatbots?

A robot holding a phone with the words machine customers

What Are Machine Customers?

people asking questions

457

What Are Probing Questions?

virtual agent in hand

59

What Are Virtual Agents?

clocks on sky background

172

What Does Average Resolution Time (ART) Mean?

Vintage pink telephone on yellow background.

4,588

What Does Hang Up the Phone Mean?

missing paper person

863

What Does No Call No Show Mean?

Workspace with pen and phone

28,317

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

360 loop

10,213

What is a 360 Degree View of the Customer?

Balanced Scorecard BSC

255

What Is a Balanced Scorecard?

blender fruit

5,952

What is a Blended Agent?

Chalk loudspeaker and inscription scorecard on black chalkboard

312

What Is a Call Centre Scorecard?

A Call Centre

110

What Is a Call Centre?

2,692

What is a Carrier?

cloud frame

4,050

What is a Cloud Contact Centre?

4,562

What is a Cold Call?

4,768

What is a Contact Centre?

A picture explaining the meaning of CTO

1,812

What Is a CTO? – With a CTO Job Description

Data Platform - CDP

85

What Is a Customer Data Platform (CDP)?

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