Category: Glossary

How involved, motivated, and connected employees feel with their work and the organization.

A math formula used to calculate how many agents are needed in a contact center to meet service level targets.

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.