Category: Glossary

A written outline of a role’s title, purpose, duties, tasks, work environment, and reporting structure.

A process to assess and compare jobs within an organization to determine fair pay levels.

A multi-line telephone system that allows users to manually select outgoing lines and manage multiple calls—commonly used in small to mid-sized businesses.

A metric showing how often a customer’s issue is fully resolved during their first phone call, without needing a follow-up.

A company that develops and sells software independently of hardware manufacturers, though their software may work with specific hardware products.

How closely predicted contact volumes match the actual number of calls, chats, or emails received.

A set of communication standards that allows voice, video, and data to be transmitted over telephone lines digitally.

An estimate of how many customer interactions (calls, chats, etc.) a contact center expects during a specific time.

A system that automatically sends incoming calls to the right agent or team based on set rules or data.

The use of game elements like points, badges, and leaderboards to encourage productive behavior and boost engagement among employees.