Category: Glossary

A percentage that reflects how many incoming calls are answered within a defined time frame—a core indicator of service efficiency.

Advanced platforms that use AI to automate and enhance customer service tasks.

A detailed report that provides information on every call handled by the system, including duration, time, and agent involved.

Applications that use AI to automate, streamline, and improve customer service processes.

The percentage of employees who permanently leave a company over a given period. High attrition in contact centers may indicate issues in management, workload, or job satisfaction.

ASA is the average time it takes for a call to be answered by an agent after entering the queue. It reflects how quickly a contact center responds to incoming calls.

The collective efforts to make every customer feel valued during interactions with a bank, encompassing perceptions and experiences across the entire customer journey.

Refers to how artificial intelligence technologies improve and streamline customer support processes, enhancing both efficiency and customer satisfaction.

Software that automates tasks traditionally done by humans. See also: Chatbot.

An application that enables users to send out mass text messages to communicate with large groups of customers.