Category: Glossary

Instant data on customer behavior and preferences used to personalize and improve interactions.

Interacting with customers instantly across channels like chat, voice, or social media to deliver timely and relevant responses.

Managing staff, queues, and service levels as events occur during the day to maintain performance targets.

Using live data to tailor customer experiences instantly, enhancing engagement and satisfaction.

Process of attracting, screening, and selecting qualified candidates to fill job vacancies within an organization. It involves identifying staffing needs, sourcing applicants, conducting interviews, and hiring the right talent.

Agents who work from home or outside the traditional contact center environment.

The amount of time it takes to respond to a customer contact such as a call, email, or message.

A voice or text message that guides users to take a specific action in an IVR system.

Technologies and strategies used by retailers to enhance customer experience and satisfaction.

The global network of interconnected telephone systems used for voice communication.