Category: Glossary

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.

A key metric in contact centers, measuring the average duration of a customer interaction from start to finish.

Describes how AI and automation improve efficiency, response times, and personalization in customer service.

Using AI to streamline and improve how customer questions are answered and managed.

A next-generation customer service setup that uses AI to automate and enhance call center operations.

Unplanned or unauthorized absence from work. A high absenteeism rate can affect agent availability and overall service quality.

AI-powered systems that simulate engaging conversations between humans and machines.

These activities could include handling calls, responding to emails or chats, taking breaks, and participating in training. Each activity represents a specific task or status that is tracked to ensure smooth and efficient operations in the contact center.