Agent coaching is a vital process in call center management where supervisors or trainers provide guidance and feedback to agents. This is done to help them improve their communication skills, product knowledge, and problem-solving abilities. Effective coaching not only boosts individual performance but also enhances the overall quality of customer interactions, leading to higher satisfaction rates and better team morale.
NAT (Network Address Translation) is a process that allows multiple devices on a local network to share a single public IP address for internet access, improving security and conserving IP addresses.
Interactions that leave customers dissatisfied or frustrated, often resulting from long wait times, unresolved issues, or inconsistent service, negatively impacting brand loyalty.
A key metric that measures customer loyalty by asking how likely customers are to recommend a company, with higher scores indicating stronger customer satisfaction and advocacy.
Network Bandwidth is the maximum amount of data that can be transmitted over a network connection in a given time, usually measured in Mbps or Gbps, affecting the speed and performance of the network.
Network Congestion occurs when too much data is transmitted across a network at once, leading to delays, packet loss, and slower performance for users.
Network Functions Virtualization (NFV) is a method of running network functions, such as firewalls or load balancers, as software-based virtual machines, reducing the need for specialized hardware.
A Network Interface Device (NID) is the hardware installed at the boundary between a telecommunications provider’s network and a customer’s internal network, often used to manage connectivity.
A Network Management System (NMS) is software used to monitor, control, and maintain network performance, ensuring efficient operations and rapid response to any issues that arise.
A Network Operations Center (NOC) is a centralized location where IT professionals monitor and manage network performance, security, and connectivity to ensure smooth and continuous service.
A Network Packet is a small unit of data transmitted over a network, containing both the payload (the data being sent) and routing information to ensure it reaches the correct destination.
A Network Service Provider is a company that offers access to network services like internet, data, or telecommunication connectivity, typically through leased or owned infrastructure.
A Network Switch is a device that connects devices within a local area network (LAN), allowing them to communicate by forwarding data to the correct destination device within the network.
A data-driven approach that suggests the most relevant action or offer to present to a customer based on their behavior and preferences, enhancing personalization and engagement.
NFV (Network Functions Virtualization) is a technology that virtualizes network services, allowing them to run on general-purpose hardware rather than dedicated physical devices, making networks more flexible and scalable.
NLP (Natural Language Processing) it is an AI technology that enables systems to understand, interpret, and respond to human language, improving chatbot responses and automated customer service experiences.
NMS (Network Management System) is software that provides tools for overseeing, monitoring, and controlling network hardware and traffic to ensure optimal performance and security.
A NOC (Network Operations Center) is a centralized location where technicians monitor and manage a network’s health, ensuring smooth operations and responding to any issues or outages.
A Node is any device or connection point in a network, such as a computer, server, or router, that sends, receives, or forwards data within the system.
NSP (Network Service Provider) is a company that provides essential network infrastructure services, offering internet access, telecommunication, and data transport to businesses or individuals.
Number Porting allows customers to transfer their existing phone numbers from one service provider to another, ensuring they retain the same number after switching services.
NUSOflex is a flexible communication service that allows businesses to scale phone systems and adjust service packages in real time to meet changing needs.
Call centers are often the frontline in customer service, and
