Contact Center Terminology – Abbreviations & Key Terms Explained!
Babelforce
NOVEMBER 30, 2022
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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