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Definitions

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

shrinkage pie

What Is Shrinkage?

Side by Side Coaching

What Is Side-by-Side (SBS) Coaching?

social media

What is Social Customer Service?

Magnifying glass on laptop with the words text analytics

What Is Text Analytics?

ABC always be closing

What Is the ABC Approach?

Erlang C Calculation written on Mathematical Background

What Is the Erlang C Formula?

Gavel on blue background with the words FCA’s Consumer Duty

What Is the FCA’s Consumer Duty?

A photo of a question mark

What is the Meaning of EOS?

Microphone and sound wave with the words tone of voice

What Is Tone of Voice?

total cost of ownership, (TCO)

What Is Total Cost of Ownership (TCO)?

TX (Total Experience) banner

What Is Total Experience?

Clock and circular arrow TAT

What Is Turnaround Time (TAT)?

UCaaS with communication devices and icons

What Is Unified Communications as a Service?

unified dots

What Is Unified Customer Experience?

Calendar and Clock - UPL

What Is Unscheduled Personal Leave (UPL)?

utilization graph

What Is Utilization?

cracked speaker

What Is Voice Design?

VOIP, Voice over Internet Protocol

What Is Voice Over Internet Protocol?

Workforce Engagement Management

workforce people

What Is WFM – Workforce Management?

Grey cat sleeping by home office

What Is Work at Home (WaH)?

Workforce Optimisation on post it note

What Is Workforce Optimization (WFO)?