A physical location where a high volume of customer and other telephone calls are handled by an organization, usually with some amount of computer automation. Call centers typically provide voice only inbound, outbound and limited self-service customer interactions. See also: Contact Center.
Call center agent scorecard
A call center agent scorecard is an important tool for measuring and improving performance in a call center. The scorecard typically includes key metrics like first-call resolution that provide a basis for helping customer service agents set goals and track progress. It can also be used to provide incentives, as part of a gamification strategy, to keep agents engaged and motivated.
Call center agent software
Call center agent software is any desktop or mobile application that enables call center agents to effectively manage customer interactions. Most call center agent software includes features such as an integrated dialer, recording capabilities and analytics. Advanced cloud-based applications have automation capabilities that route calls to the right agent or department. They also include chatbots, voicebots and other artificial intelligence (AI) tools.
Call center agent utilization
This represents the percentage of time call center agents spend on handling calls and other customer interactions, and related work. These rates can be used to calculate agent efficiency. In call centers, agent utilization considers total time at work — including logged-out time such as training — while agent occupancy considers only live logged-in time.
Call center coaching
Coaching is used to give call center agents feedback as part of quality management and employee training. It can be part of regular performance assessments or done in real time when needed during customer interactions.
Call center CRM
Call center customer relationship management (CRM) is a technology solution that stores critical customer information and improves agent access to customer data like account details and interaction history.
Call center management
The way in which organizations manage the daily operations of the call center, including forecasting, scheduling, employee training, reporting, and all customer interactions. Call center management can be modernized through use of workforce optimization solutions.
Call center reporting
Call centers track and report on KPIs and other predefined metrics. These give insights into overall call center efficiency and productivity; customer journeys; and the performance of individuals such as agents. Reports are displayed on dashboards, enabling staff to monitor the call center and take action, as needed.
Call center RFP
A request for proposal (RFP) simplifies decision-making by systematizing the evaluation process so you can evaluate the right information to compare vendors and choose the best solution. A company uses the formal RFP framework when decision makers know what they want to buy and are soliciting multiple offers. A formal RFP document specifies your business and technical requirements — comparing the most important vendor capabilities so you can identify and select the best products or services. Check out our handy guide if you need some practical help to start your own RFP process.
Call center workforce optimization
A customer experience strategy that modernizes call center technologies and platforms, through the use of digital channels, in order to improve customer satisfaction.
Call center workforce planning
Call center workforce planning addresses all elements of the call center including team scheduling, training and forecasting.
Call time, also known as “talk time,” is the amount of time a call center agent spends on a call with a customer. It is a key performance metric used in contact centers and call centers to measure agent productivity and efficiency.
Allows agents and supervisors to communicate during a contact. Reduces hold times and increase first and final contact resolution.
Cloud call center
A web-accessible platform for handling customer calls and interactions. Call centers based in the cloud can be accessed from virtually anywhere, eliminating the need for a physical infrastructure, which may reduce operational costs and increase scalability to support evolving customer experience strategies.
Cloud contact center
A central point in an enterprise, hosted on an Internet server, from which all inbound and outbound customer communications are handled. Cloud contact centers make interactions through voice, email, social media and the web accessible from virtually anywhere.
Co-browse, sometimes referred to as “screen share,” facilitates a collaborative browsing session between a customer and a contact center agent. Based on the customer’s needs, an agent can see the customer’s screen, move their cursor, highlight or annotate key areas on the screen, and even take full control of the browsing session to help the customer achieve their goals.
Composability is a system design principle in which a solution is composed of components that can be assembled in different combinations to address individual use cases.
A contact center is a modern call center. It manages inbound and outbound customer communications through a variety of channels. For example, customers could reach out to a company via email or chat with an agent on the company’s website.
Contact center agent
Front office employees that are customer-facing and typically the primary point of human customer contact within an organization.
Contact center artificial intelligence
Contact center artificial intelligence (AI) is the use of advanced machine learning and natural language processing (NLP) technologies to automate and optimize call center operations and improve customer service.
Contact center as a service (CCaaS)
Contact Center as a Service (CCaaS) is a cloud-based customer experience solution that allows companies to utilize a contact center provider’s software. A CCaaS model allows businesses to purchase only the technology they need, which reduces the need for internal IT support. CCaaS is an ideal option for many contact centers, offering scalability as operational needs change.
Contact center chatbot
A chatbot is a computer program designed to simulate conversation with human users, especially over the internet.
Contact center management
The way in which organizations manage the daily operations of the contact center workforce, across multiple touchpoints and channels, in order to accommodate omnichannel customer journeys.
Contact center shrinkage
Contact center shrinkage refers to the amount of time that call center agents are not available to handle customer interactions, even though they are scheduled to be working.
Contact center workforce optimization
A customer experience strategy that integrates contact center technologies and processes in order to deliver seamless omnichannel customer journeys in a multi-channel workforce.
Contact center workforce planning
Contact center workforce planning is the process of aligning the strategic and operational elements of a contact center workforce with organizational objectives.
A computer telephony call control server software that connects a range of telephone switches to a variety of data processing environments.
Computer Telephony Integration. Computer control and functionality applied to telephony hardware.
House the server software that monitors telephony events (ringing, busy etc.) at the switch.
Customer acquisition cost
Customer acquisition cost is the amount of money it takes to convert a potential lead into a new customer. These costs can be incurred in the form of sales, marketing, overhead, time and other resources expended.
Customer effort score (CES)
A measurement focused on service interactions in contact center environments. It provides a way to measure how customer centric channels and touchpoints are in their design and management, and how they promote ease of use, simplicity and effortless interaction.
The ongoing relationship a customer has with an organization based on relevant, personalized experiences and the anticipation of the customer’s evolving needs.
Customer experience (CX)
CX is made of individual customer touchpoints. The sum of all experiences a customer has with a company over the lifecycle of their relationship is called a customer journey.
Customer experience management (CEM)
A strategy that focuses on the operations and processes used to create a positive customer experience with focus on your organization, product, service, or brand.
Customer experience platform
Contact center infrastructure, available from the cloud or on-premises, that supports the design, orchestration, monitoring, and tuning of customer journeys across voice and digital channels.
Customer feedback is an essential element of customer service. It is any information provided by customers that can help businesses better understand their customers’ needs and expectations. Customer feedback can be gathered in various forms, including surveys, focus groups, customer service calls, online reviews and social media comments. The feedback can provide insight into the customer experience that can help businesses improve customer satisfaction, loyalty and overall performance.
Customer interaction analytics
Customer interaction analytics is the process of turning unstructured data found in email, voice, chat and more into structured data that can be searched and analyzed.
The customer journey consists of multiple touchpoints and key interactions each customer or prospect has with a company—including messaging, employees, processes, products or services. Single or multiple interactions can be considered a customer journey and are part of a holistic customer experience lifecycle.
Customer journey management
Customer journey management is the practice of using behavioral trends and technology to influence and optimize the customer experience (CX). Customer journey management aims to minimize the customer effort across all channels and touchpoints, ensuring a seamless experience every time a customer interacts with your company.
Customer journey map
A customer journey map is a visualization of the paths customers take across channels and over time. These maps enable teams to broaden their perspective beyond internal goals to include the customer's perspective.
Customer journey optimization
Customer journey optimization is the process of connecting and mapping customer interactions, across multiple touchpoints, in order to direct or influence the end-to-end experience.
Customer satisfaction (CSAT)
A measurement that determines how an organization meets the expectations of its customers based on satisfaction. Customers are asked a question following a transaction about their satisfaction with the company, which is then rated from one (very dissatisfied) to five (very satisfied).
Customer service is the assistance and service provided by an organization to customers before, during, and after the purchase of products or services.