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Articles - Terminology

Smartphone with blank screen and credit card with DTMF Masking Written

What Is DTMF Masking?

Contact Centre As A Service CCaaS written on technical support background

What Is Contact Centre as a Service (CCaaS)?

Moment of truth written in book

What Is a Moment of Truth?

Erlang C Calculation written on Mathematical Background

What Is the Erlang C Formula?

Grey cat sleeping by home office

What Is Work at Home (WaH)?

Side by Side Coaching

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

A pen on a form

What Is a Data Access Form (DAF)?

Person relaxing on sofa

What Is Rest Day Overtime (RDOT)?

Falling numbers and MSN

What Is Manufacturer’s Serial Number (MSN)?

Headset headphones telephone and laptop in call center

What Is Business as Usual (BAU)?

Stop watch with telephone for Response Time When New

What Is Response Time When New (RTWN)?

Customer Services Agent In Call Center

What Is Real-Time Floor Monitoring (RTFM)?

Job offer in blue envelope

What Is a Job Offer (JO)?

Leadership, success, and teamwork concept

What Is a Team Leader (TL)?

A phone keypad

Shield with a tick - protection concept

CPA Cost per Acquisition Measurement

Red Phone calls concept

The Meaning of ACR in Outbound Call Centre

A picture explaining the meaning of CTO

What Is a CTO? – With a CTO Job Description

A photo of a question mark

What is the Meaning of EOS?

A picture a happy person with a service recovery icon on their phone

What is Service Recovery – With Examples

The Phonetic Alphabet - in a frame of letters

The Phonetic Alphabet and How it Improves Customer Service

jargon definition

Contact Centre Jargon and Terminologies

quality audio slider

What is Contact Centre Quality Assurance?

Content Guru Three Agentic AI Workflows ebook Box

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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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