Definitions

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

A picture explaining the meaning of CTO

2,099

What Is a CTO? – With a CTO Job Description

Data Platform - CDP

88

What Is a Customer Data Platform (CDP)?

pirate treasure map

3,564

What is a Customer Journey Map?

Customer Retention Strategy with people icons and magnet

What Is a Customer Retention Strategy?

customer service

26,946

What is a Customer Service Representative (CSR)?

computer dashboard

4,904

What is a Dashboard?

A pen on a form

214

What Is a Data Access Form (DAF)?

GWG - Good Will Gesture with flowers

866

What Is a Good Will Gesture (GWG)?

hot desk

3,916

What is a Hot Desk?

Job offer in blue envelope

753

What Is a Job Offer (JO)?

kpi definition

3,634

What is a Key Performance Indicator (KPI)?

Knowledge base concept

76

What Is a Knowledge Base?

12,912

What is a Lost Call?

Moment of truth written in book

423

What Is a Moment of Truth?

Notebook with sign NPS net promoter score

79

What Is a Net Promoter Score (NPS)?

annoyed caller

2,168

What is a Nuisance Call?

4,042

What is a Remote Agent?

film script

11,667

What is a Script?

letterboard with acronym SLA for "service level agreement"

433

What Is a Service Level Agreement?

people stood on rocks in the sea

100

What Is a Silo?

2,999

What is a Spike in Call Volumes?

Leadership, success, and teamwork concept

521

What Is a Team Leader (TL)?

Web UI and an illustration of a user interface

120

What Is a Web UI?

17,745

What is a Wrap-Up Code?

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