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Contact Center Terminology – Abbreviations & Key Terms Explained!

Babelforce

ESat can be measured by surveying staff to establish an Employee Satisfaction Index (ESI). 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. Expected Wait Time? Voice of the Customer (VoC).

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How to Achieve Customer Engagement with Call Center Technologies?

NobelBiz

Gain Valuable Data with a CRM System The information gained from customer satisfaction surveys and customer relationship management CRM tools is priceless. Web Call Back: The best feature to deal with high-volume phone calls The customer can schedule a callback through the Web Call Back feature.

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Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. Automatic callback: Automatic call-back allows customers to be contacted at their leisure, rather than wait on hold, which is often a trial of one’s patience. Ask for training.

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Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. Automatic callback: Automatic call-back allows customers to be contacted at their leisure, rather than wait on hold, which is often a trial of one’s patience. Ask for training.