Definitions

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

pirate treasure map

3,448

What is a Customer Journey Map?

customer service

17,810

What is a Customer Service Representative (CSR)?

computer dashboard

3,878

What is a Dashboard?

A pen on a form

132

What Is a Data Access Form (DAF)?

GWG - Good Will Gesture with flowers

435

What Is a Good Will Gesture (GWG)?

hot desk

3,786

What is a Hot Desk?

Job offer in blue envelope

754

What Is a Job Offer (JO)?

kpi definition

3,297

What is a Key Performance Indicator (KPI)?

Knowledge base concept

56

What Is a Knowledge Base?

12,423

What is a Lost Call?

Moment of truth written in book

268

What Is a Moment of Truth?

Notebook with sign NPS net promoter score

What Is a Net Promoter Score (NPS)?

annoyed caller

2,028

What is a Nuisance Call?

3,766

What is a Remote Agent?

film script

10,964

What is a Script?

letterboard with acronym SLA for "service level agreement"

134

What Is a Service Level Agreement?

people stood on rocks in the sea

56

What Is a Silo?

2,663

What is a Spike in Call Volumes?

Leadership, success, and teamwork concept

291

What Is a Team Leader (TL)?

17,089

What is a Wrap-Up Code?

acw call

390

calendars in hand

582

What Is Adherence?

clocks on the wall

197

What Is Agent Ramp-Up Time?

all hands on deck

678

What is All Hands on Deck?

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