Agent self-evaluations are reflective exercises that allow call center agents to assess their own performance based on pre-defined criteria. By reviewing their own call handling techniques, communication skills, and problem-solving approaches, agents can identify strengths and areas for improvement. Self-evaluations encourage personal accountability and can be used alongside coaching sessions to set development goals and enhance job performance.
Zero Day refers to a software vulnerability that is unknown to the developer and can be exploited by hackers before a fix is made, posing a serious security risk.
Zero-Touch Provisioning is a method of automating the setup of devices, such as routers or phones, without manual intervention, allowing for faster and more efficient deployment.
ZRTP is a protocol for securing VoIP communications by encrypting voice calls, ensuring that conversations remain private and protected from interception.
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