Definitions | Call Centre Helper

Definitions

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

Definition: 360 Degree View of the Customer

379

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Definition: Account Code

84

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Definition: ACW After-Call Work

2,712

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Definition: Agent Occupancy

1,755

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Definition: Attrition

1,090

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Definition: Auto Attendant

70

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Definition: Auxiliary Work State

117

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Definition: Available Time

821

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Definition: Average Speed of Answer

2,058

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Definition: Average Talk Time

3,138

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Definition: B2B

55

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Definition: Blended Agents

515

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Definition: Bluetooth

123

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Definition: Business Networking

66

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Definition: Business to Consumer (B2C)

64

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Definition: Call Centre

56

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Definition: Carrier

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Definition: Churn Rate

432

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Definition: Cloud Contact Centre

266

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Definition: Cold Call

209

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