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

463

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Definition: Account Code

106

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Definition: ACW After-Call Work

3,216

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Definition: Agent Occupancy

2,433

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Definition: Attrition

1,325

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Definition: Auto Attendant

81

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Definition: Auxiliary Work State

148

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Definition: Available Time

1,200

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Definition: Average Speed of Answer

2,919

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Definition: Average Talk Time

3,840

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Definition: B2B

57

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Definition: Blended Agents

602

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Definition: Bluetooth

145

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Definition: Business Networking

95

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Definition: Business to Consumer (B2C)

85

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Definition: Call Centre

56

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Definition: Carrier

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Definition: Churn Rate

553

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Definition: Cloud Contact Centre

295

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Definition: Cold Call

249

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