glossary what-is-cloud-contact-center 
Fonolo
FEBRUARY 23, 2022
For contact center management, ensuring the safety of customers, call center agents, and all other employees should always be a top priority. A Complete Guide to Call Center Security. A Complete Guide to Call Center Security. Developing a successful call center security strategy isn’t a fast and easy process.
NICE inContact
JANUARY 31, 2019
I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: .
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InGenius
SEPTEMBER 3, 2019
If you're thinking of investing in a computer telephony integration (CTI) solution for your contact center to integrate the voice channel with your CRM, you will undoubtedly have come across several of the terms mentioned in this list. Cloud-Based. Cloud-Based CRM. Caller ID (CLID or CID). Call Logging. Call Recording.
Babelforce
NOVEMBER 30, 2022
There’s a lot of terminology to get your head around in call centers and customer experience. Working with contact centers around the world, we know that better than anyone!). For a contact center KPIs can include average speed of answer, call transfer rate, and average hold time. Metrics and measurables.
Netomi
MARCH 2, 2022
In fact, recent research from Gartner revealed that 59% of customers prefer to resolve their issues without contacting a customer service rep. What Does Knowledge Base Software Do? Consider what your goals and priorities are, and structure your knowledge base around this. . Knowledge Bases: An Overview .
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