Contact Center Terminology – Abbreviations & Key Terms Explained!
Babelforce
NOVEMBER 30, 2022
Automatic callback. Automatic callback (AKA virtual queuing) allows customers to request a return call if the contact center’s current line is busy or if no agent is available. Document Management System (DMS). Customer Journey Map (CJM). Virtual contact center software. A Request for Proposal (RFP).
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