Definitions

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

GWG - Good Will Gesture with flowers

106

What Is a Good Will Gesture (GWG)?

hot desk

3,644

What is a Hot Desk?

Job offer in blue envelope

666

What Is a Job Offer (JO)?

kpi definition

2,868

What is a Key Performance Indicator (KPI)?

11,932

What is a Lost Call?

Moment of truth written in book

163

What Is a Moment of Truth?

annoyed caller

1,853

What is a Nuisance Call?

3,429

What is a Remote Agent?

film script

10,061

What is a Script?

people stood on rocks in the sea

273

What Is a Silo?

2,363

What is a Spike in Call Volumes?

Leadership, success, and teamwork concept

148

What Is a Team Leader (TL)?

16,488

What is a Wrap-Up Code?

acw call

245

calendars in hand

313

What Is Adherence?

clocks on the wall

275

What Is Agent Ramp-Up Time?

all hands on deck

276

What is All Hands on Deck?

accounts ledger

2,699

What is an Account Code?

Customer Experiences After Call Survey Concept

388

What Is an After-Call Survey?

status sign

6,361

What is an Agent Status Code?

1,759

What is an Auto Attendant?

emoji

4,241

What is an Emoji?

intranet

2,366

What is an Intranet?

queue shoes

38,165

What is an Invisible Queue?

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