Category: Glossary

A structured process of monitoring and improving employee performance to meet business objectives.

Using AI to deliver tailored and dynamic interactions based on customer data and behavior.

A system that records and monitors phone interactions between agents and customers.

The hours during which a contact center or system is actively providing service.

The planning, organizing, and overseeing of business processes to ensure efficient production and service delivery. In contact centers, it involves managing teams, workflows, and resources to meet performance targets and deliver high-quality customer experiences.

Contacts initiated by the company to customers or prospects—via call, email, or chat.

A third-party company that manages customer interactions on behalf of another business. May operate locally or remotely.

When excess calls are rerouted to another group or location to balance workloads and reduce wait times.

A call routing method that allows multiple call center sites to share incoming calls and balance workloads across locations.

Using AI, workflow engines, and integrations to deliver seamless, automated customer experiences across all channels (voice, chat, email, SMS, social media, etc.).