Remove APIs Remove Business Process Outsourcing Remove First call resolution Remove Management
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Contact Center Acronyms: What They Mean & When to Use Them

InGenius

Automatic Number Identification (ANI) lets agents see the incoming call number as basic caller ID. API - Application Programming Interface. An application programming interface (API) is a software "go-between" that acts like a behind the scenes guide to make it easier to connect two applications. FCR - First Call Resolution.

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Improving Customer Service in BPOs with Multi-Tenant Contact Center Software

Hodusoft

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. Outsource the rest.” It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. Drucker once said “Do what you do best.