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Articles - Terminology

Graph showing increase with the words failure demand

What Is Failure Demand?

Word Empathy made of colorful letters and faces drawn on notes

What Is Empathy?

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

What Is Database Call Handling?

Pen and calculator with the words erlang calculator

What Is an Erlang Calculator?

On purple background, pen writing on paper note QUIET QUITTING

What Is Quiet Quitting?

There is notebook with the word Computer Telephony Integration

What Is Computer Telephony Integration (CTI)?

Person holding a phone with the letters CLI

What Is Calling Line Identity (CLI or CLID)?

Phone as centre of clock with words average time to abandon ata

What Is Average Time to Abandon (ATA)?

Faces in different colours with the words customer sentiment

What Is Customer Sentiment?

Phone keypad with the letters DTMF

A robot holding a phone with the words machine customers

What Are Machine Customers?

UCaaS with communication devices and icons

What Is Unified Communications as a Service?

Three Environments That Create Employee Experience vector

What Is Employee Experience?

CX customer experience symbol. Concept words 'CX customer experience' on wooden blocks

What Is Customer Experience?

CLV acronym Customer Lifetime Value

What Is Customer Lifetime Value?

Chalk loudspeaker and inscription scorecard on black chalkboard

What Is a Call Centre Scorecard?

letterboard with acronym SLA for "service level agreement"

What Is a Service Level Agreement?

Customer Data Analysis

What Is Customer Data Analysis?

A mobile phone with people icons

What Is Call Routing?

Balanced Scorecard BSC

What Is a Balanced Scorecard?

Call Centre Operator wearing headset

What Is Contact Centre Management?

VOIP, Voice over Internet Protocol

What Is Voice Over Internet Protocol?

hand-governance

What Is Data Governance?

tagging tiles

What Is Conversation Tagging?

Content Guru Three Agentic AI Workflows ebook Box

Editor's Pick

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10 Quick Wins to Help Agents Recover From a Tough Day

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Ways to Reduce Friction Between Agents Working on Different Channels

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7 Things Creative Team Leaders Do Better Than the Rest

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