Definitions

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

jargon definition

356,289

Contact Centre Jargon and Terminologies

fcr

120

First Call (Contact) Resolution (FCR)

star rating

4,135

How Do You Define Great Customer Service?

Red Phone calls concept

413

The Meaning of ACR in Outbound Call Centre

people asking questions

84

What Are Probing Questions?

Vintage pink telephone on yellow background.

181

What Does Hang Up the Phone Mean?

Workspace with pen and phone

11,297

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

360 loop

9,927

What is a 360 Degree View of the Customer?

blender fruit

5,199

What is a Blended Agent?

1,376

What is a Carrier?

cloud frame

3,296

What is a Cloud Contact Centre?

3,803

What is a Cold Call?

4,205

What is a Contact Centre?

A picture explaining the meaning of CTO

906

What Is a CTO? – With a CTO Job Description

Data Platform - CDP

What Is a Customer Data Platform (CDP)?

pirate treasure map

2,951

What is a Customer Journey Map?

customer service

10,624

What is a Customer Service Representative (CSR)?

computer dashboard

2,363

What is a Dashboard?

A pen on a form

56

What Is a Data Access Form (DAF)?

GWG - Good Will Gesture with flowers

What Is a Good Will Gesture (GWG)?

hot desk

3,602

What is a Hot Desk?

Job offer in blue envelope

194

What Is a Job Offer (JO)?

kpi definition

2,741

What is a Key Performance Indicator (KPI)?

11,718

What is a Lost Call?

Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.