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Definitions

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

What is Customer Service?

hand-governance

What Is Data Governance?

Hand holding phone with people icons with the words database call handling

What Is Database Call Handling?

Digital Customer Engagement written on image of robot hand with customer icons

What Is Digital Customer Engagement?

DX Next to Digital Butterfly

What Is Digital Transformation (DX)?

A phone keypad

Shield with a tick - protection concept

dsat cart

Smartphone with blank screen and credit card with DTMF Masking Written

What Is DTMF Masking?

Phone keypad with the letters DTMF

emotion balloons

What is Emotional Intelligence?

Word Empathy made of colorful letters and faces drawn on notes

What Is Empathy?

Employee Empowerment concept

What Is Employee Empowerment?

Three Environments That Create Employee Experience vector

What Is Employee Experience?

ESG concept of environmental, social and governance.

What Is Environmental Social and Governance?

Graph showing increase with the words failure demand

What Is Failure Demand?

fte

games board

What is Gamification?

Generative AI written with human and robot hand touching

What Is Generative AI?

What is Hosted Call Recording?

ivr dots

What is Interactive Voice Response?

IP Multimedia Subsystem (IMS)

What Is IP Multimedia Subsystem (IMS)?

Machine Learning concept with ai icons

What Is Machine Learning?

Falling numbers and MSN

What Is Manufacturer’s Serial Number (MSN)?