Explore our in-depth glossary of terms and concepts that bridge the worlds of CCaaS and telecommunications. Whether you're an industry expert or new to the field, this resource provides clear definitions of both foundational and advanced terms. From customer experience solutions and cloud technologies to telecom networks and infrastructure, we've got you covered. Stay informed and enhance your understanding of the key concepts shaping today's telecom and CCaaS industries.
An AI-powered virtual assistant that automates interactions, handling routine customer inquiries and issues without requiring human intervention, improving response times and reducing agent workloads.
The process of coordinating and overseeing the operations, technology, and agents of a contact center to achieve performance goals, maintain customer satisfaction, and meet business objectives.
The portion of agents’ scheduled time lost to activities like breaks, meetings, and training. Understanding shrinkage helps ensure optimal staffing levels and maintain service levels.
The process of organizing, tracking, and automating tasks and interactions within a contact center to ensure smooth operations, high productivity, and seamless customer interactions.
The use of technology, analytics, and strategies to enhance agent productivity, improve scheduling accuracy, and align workforce performance with business goals and customer needs.
A proactive approach to forecasting, scheduling, and managing staff to ensure that the right number of agents are available to meet expected customer demand, minimizing wait times and ensuring service quality.
