Definitions

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

cloud frame

What is a Cloud Contact Centre?

What is a Cold Call?

What is a Contact Centre?

A picture explaining the meaning of CTO

What Is a CTO? – With a CTO Job Description

Data Platform - CDP

What Is a Customer Data Platform (CDP)?

pirate treasure map

What is a Customer Journey Map?

Customer Retention Strategy with people icons and magnet

What Is a Customer Retention Strategy?

customer service

What is a Customer Service Representative (CSR)?

computer dashboard

What is a Dashboard?

A pen on a form

What Is a Data Access Form (DAF)?

GWG - Good Will Gesture with flowers

What Is a Good Will Gesture (GWG)?

hot desk

What is a Hot Desk?

Job offer in blue envelope

What Is a Job Offer (JO)?

kpi definition

What is a Key Performance Indicator (KPI)?

Knowledge base concept

What Is a Knowledge Base?

Moment of truth written in book

What Is a Moment of Truth?

Notebook with sign NPS net promoter score

What Is a Net Promoter Score (NPS)?

annoyed caller

What is a Nuisance Call?

Handsets of office phones in a row with the words predictive dialling

What Is a Predictive Dialler?

Green retro telephone with sticky note and pen with and words preview dialling

What Is a Preview Dialler?

Yellow landline telephone on purple background with the words progressive dialling

What Is a Progressive Dialler?

What is a Remote Agent?

film script

What is a Script?

letterboard with acronym SLA for "service level agreement"

What Is a Service Level Agreement?