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The CX industry does love an acronym. Need a quick, reliable explanation of contact centre terminology? Our Definitions section offers clear, jargon-free explanations of the terms and acronyms used every day in customer contact. From metrics like AHT and ASA to technologies such as IVR and VoIP, these concise guides help you understand what each concept means, why it matters, and how it fits into the bigger picture. Ideal for newcomers and seasoned professionals alike, this collection makes complex ideas easy to grasp and share.
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13th October 2026
