Category: Glossary

Monitoring and responding to customer reviews to maintain and improve a brand’s reputation.

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.

A type of AI where systems learn from data and improve without being explicitly programmed.

Service where companies outsource the recruitment, training, and management of their workforce to a third party. It helps businesses stay focused on core operations while ensuring efficient, flexible, and cost-effective staffing solutions.

A Gartner report ranking technology vendors as Leaders, Challengers, Visionaries, or Niche Players.

An outsourcing model where services are provided from a nearby country, typically within the same region or time zone, for easier coordination.

A company hired to increase brand awareness, reach target audiences, and drive conversions.

A centralized location for monitoring traffic and managing staffing or resources in a networked contact center to maintain performance.

A contract setting general terms for future transactions between two parties.