Category: Glossary

Customer opinions or comments collected directly—such as through surveys—about a product, service, or experience.

Calculations used to predict the right number of staff needed to handle expected call volume while maintaining quality.

A telecom service that sends specific identifying numbers to a business so they know which number the customer dialed.

An estimate of how long a customer will wait in a queue before being served by an agent.

A basic voice response system that gives callers limited choices to guide the conversation.

Analyzing customer interactions across various channels to understand and improve how people experience a brand.

A metric used to measure customer dissatisfaction after an interaction, typically gathered through post-service surveys. Helps identify areas needing service improvement.

Collecting, analyzing, and acting on customer feedback to improve products, services, and overall satisfaction.

A method that records both agent and customer audio on separate channels, allowing for clearer playback, detailed analysis, and improved quality monitoring in contact centers.

The system behind the beeping tones you hear when pressing keys on a phone—it sends number signals using sound.