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Definitions
Definitions of key contact centre terms and phrases. Also found in our
Contact Centre Jargon Glossary
.>
3,448
What is a Customer Journey Map?
17,810
What is a Customer Service Representative (CSR)?
3,878
What is a Dashboard?
132
What Is a Data Access Form (DAF)?
435
What Is a Good Will Gesture (GWG)?
3,786
What is a Hot Desk?
754
What Is a Job Offer (JO)?
3,297
What is a Key Performance Indicator (KPI)?
56
What Is a Knowledge Base?
12,423
What is a Lost Call?
268
What Is a Moment of Truth?
What Is a Net Promoter Score (NPS)?
2,028
What is a Nuisance Call?
3,766
What is a Remote Agent?
10,964
What is a Script?
134
What Is a Service Level Agreement?
56
What Is a Silo?
2,663
What is a Spike in Call Volumes?
291
What Is a Team Leader (TL)?
17,089
What is a Wrap-Up Code?
390
What Is ACW?
582
What Is Adherence?
197
What Is Agent Ramp-Up Time?
678
What is All Hands on Deck?
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