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Contact Center Terminology – Abbreviations & Key Terms Explained!

Babelforce

We’ve divided our definitions into the following categories: Metrics and measurables Technology Contact center terminology Business practices and methodology. Metrics and measurables. Active waiting calls metric. Make sure to bookmark this page for the next time someone asks you to define a predictive dialer! Conformance.

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Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

Computer telephony integration enables video and conference calling, whisper coaching, and file transfers. This allows for specified routing of calls, and boosts first call resolution, a crucial metric of customer satisfaction. The user interface allows seamless collaboration between your team members.

article thumbnail

Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

Computer telephony integration enables video and conference calling, whisper coaching, and file transfers. This allows for specified routing of calls, and boosts first call resolution, a crucial metric of customer satisfaction. The user interface allows seamless collaboration between your team members.