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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?
 
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Editor's Pick
Thumbnail How to Better Prepare Your Contact Centre for the Future
How to Better Prepare Your Contact Centre for the Future
Thumbnail Proven Ways to Get More Budget for Your Contact Centre
Proven Ways to Get More Budget for Your Contact Centre
Thumbnail What Not to Miss at Call & Contact Centre Expo 2023
What Not to Miss at Call & Contact Centre Expo 2023
Thumbnail 15 Surprises for Boosting Agent Morale
15 Surprises for Boosting Agent Morale
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Latest Resources
White Paper: Voice in a Multichannel World
White Paper: Voice in a Multichannel World
eBook: 3 Ways To Improve Efficiency and Experience with Journey Analytics
eBook: 3 Ways To Improve Efficiency and Experience with Journey Analytics
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Wed 06 Dec 2023
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Navigating the Future of Quality Assurance: 2024 Predictions – Webinar
Wed 06 Dec 2023
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Latest Insights
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9 Steps to Avoiding PSTN Downtime Costs in the UK
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The Importance of Customer Control in Increasing Satisfaction
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Featured Articles
Thumbnail How to Calculate Your Cost Per Inbound Call
How to Calculate Your Cost Per Inbound Call
Thumbnail Top CX Methods
Top CX Methods
Thumbnail RPA in Contact Centres: An Executive Guide
RPA in Contact Centres: An Executive Guide
Thumbnail What is a CXO? The Chief Experience Officer Explained
What is a CXO? The Chief Experience Officer Explained
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Popular Pages
Thumbnail Top 50 Positive Words and Phrases – With Examples
Top 50 Positive Words and Phrases – With Examples
Thumbnail The Top 50 Words to Describe Yourself on Your CV
The Top 50 Words to Describe Yourself on Your CV
Thumbnail Contact Centre Dashboard Excel Template
Contact Centre Dashboard Excel Template
Thumbnail What is the Phonetic Alphabet?
What is the Phonetic Alphabet?
 
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