Category: Glossary

Technology used to analyze voice interactions for keywords, sentiment, compliance, and quality assurance.

A strategic method to enhance and track the productivity of sales teams.

The number of agents needed to meet contact volume at a specific time.

Documents or procedures that guide how quality will be maintained and monitored—often including sampling methods and evaluation schedules.

The amount of time a customer spends waiting in queue before being assisted by an agent.

A workforce management metric that tracks if agents are following their schedules in real time.

Instant data on customer behavior and preferences used to personalize and improve interactions.

Interacting with customers instantly across channels like chat, voice, or social media to deliver timely and relevant responses.

Managing staff, queues, and service levels as events occur during the day to maintain performance targets.

Using live data to tailor customer experiences instantly, enhancing engagement and satisfaction.