Explore our comprehensive glossary of telecom terms and concepts, designed to help you navigate the complex world of telecommunications. Whether you're a seasoned professional or new to the industry, this resource covers everything from basic terminology to advanced industry-specific jargon. Stay informed and easily understand key terms related to networks, infrastructure, services, technologies, and more. Dive in and enhance your telecom knowledge today!
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.
A productivity metric showing how effectively agents are scheduled and engaged across different tasks, helping optimize workforce performance.
Aggregating data refers to the process of collecting, summarizing, and analyzing large sets of information from various sources to identify patterns, trends, and insights. In call centers, data aggregation might involve compiling customer feedback, call logs, and agent performance metrics to gain a comprehensive understanding of operations. This allows managers to make data-driven decisions that optimize processes, enhance customer satisfaction, and increase overall efficiency.
AHT, or Average Handle Time, is a key performance indicator (KPI) in call centers that measures the average amount of time an agent spends on handling a customer interaction, from the initial contact to the resolution of the issue. It includes both the talk time and any after-call work (ACW) needed to complete the interaction. Reducing AHT is often a priority for call centers, as it directly impacts operational efficiency and customer satisfaction.
AI-powered management of customer experiences, using data-driven insights to offer personalized, seamless interactions across various channels.
AI-driven technology that extracts key insights, summaries, and essential information from customer interactions to streamline decision-making and follow-ups.