contact-center-analytics-software-glossary 
ProProfs Blog
JUNE 26, 2020
To help you get started, we’ve prepared a small customer support glossary below. Account Administrator, also known as Admin, manages and configures the customer support software like live chat or help desk for its team members. Agent Role can be seen as various levels of access to the ticketing software. Account Administrator.
Fonolo
FEBRUARY 21, 2023
The on-going contact center conversion to SIP trunking technology has been an industry success story. And SIP trunking is super-flexible; it makes it easy for contact centers to add advanced features like speech analytics, Web Call-Backs (formerly Visual IVR), and conversation scheduling from third-party vendors.
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Babelforce
NOVEMBER 30, 2022
There’s a lot of terminology to get your head around in call centers and customer experience. Working with contact centers around the world, we know that better than anyone!). For a contact center KPIs can include average speed of answer, call transfer rate, and average hold time. Metrics and measurables.
Netomi
MARCH 2, 2022
In fact, recent research from Gartner revealed that 59% of customers prefer to resolve their issues without contacting a customer service rep. Here, we provide some tips on how to select the right knowledge base software for your needs, and key features to watch out for. What Does Knowledge Base Software Do?
NICE inContact
JANUARY 31, 2019
I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: .
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