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A - F

After call work (ACW)
After call work refers to a set of tasks that a contact center agent has to complete after every interaction with a customer.
Agent performance
Agent performance is a broad analysis of how agents are performing on a wide variety of monitorable call center metrics and KPIs.
Agent turnover rate
Agent turnover rate is defined as the percentage of contact center employees leaving an organization each year. Contact centers see a higher agent turnover rate than any other industry and bringing this metric down has been a constant challenge.
Business process outsourcing (BPO)
The process of assigning certain business functions to a party outside the company. While customer service is the most commonly outsourced process, companies also outsource accounting, IT services, and human resource management among others.
Call abandonment rate
For a contact center, call abandonment rate refers to the percentage of inbound phone calls that are abandoned by the customer before speaking to an agent.
Call center agent evaluation form
A call center agent evaluation form is a pre-made template for evaluating a call, where a QA analyst fills out a form and scores how the agent performed on a wide variety of interactions throughout the call.
Data monitoring
Data monitoring is the process of proactively reviewing and evaluating important business data to ensure quality and ascertain adherence to established standards and protocols.
Experience map
An experience map, also known as a Customer Journey map (CJM), is the path a customer takes while interacting with a business. It highlights all the customer touch points before a customer converts or takes action.
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G - L

Hosted contact center
A hosted contact center is a cloud-based solution where all inbound, outbound, and voice-based self-service interactions happen off-site via the cloud.
Interactive voice response (IVR)
IVR or Interactive Voice Response is an automated system that routes calls to the most appropriate agent through identification and segmentation. IVR is an incredibly important tool for contact centers as it can partly or fully automate customer service programs and drive efficiency.
Knowledge process outsourcing (KPO)
Outsourcing of core, information-related work activities to different companies with expertise in special areas
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M - R

Net promoter score (NPS)
Net promoter score (NPS) is a metric used to measure customer loyalty and satisfaction.
PCI compliance
Payment card industry, or (PCI) compliance, refers to a set of technical and operational standards that businesses follow to secure and protect credit card data provided by cardholders and transmitted through card processing transactions. 
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S - Z

Sentiment analysis
Driven by natural language processing (NLP), a sentiment analysis service gauges the emotion of the customer (from positive to negative).
Speech analytics
Speech analytics is a software technology that transcribes 100% of voice calls and derives deep insights, trends, and metrics from each call. It utilizes AI services including transcription, natural language processing, and speech technologies to understand, analyze, and derive insights from a voice conversation. These insights are then used to evaluate agent performance, assess customer experience, and monitor organization-wide strengths and shortcomings.
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