Smart Routing

Automatic Call Distributor (ACD) is a telephony system that routes incoming calls to the appropriate agent or department based on predefined criteria.

Advanced Call Center Technologies (ACCT) refers to the suite of tools, systems, and software used by call centers to enhance operational efficiency, streamline communication processes, and improve customer service experiences. These technologies may include predictive dialers, customer relationship management (CRM) systems, and voice recognition software, all of which aim to reduce wait times, automate routine tasks, and provide agents with real-time customer information.

A trained representative responsible for managing customer interactions through various channels, ensuring customer satisfaction, and resolving queries effectively.

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.

A metric representing the percentage of time agents actively handle customer tasks versus idle time, reflecting how efficiently their time is utilized.

A system or tool that gathers and presents key performance data about agents, helping managers track productivity, identify trends, and improve workforce management.

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.

Uses AI to monitor and optimize the entire customer journey, enhancing touchpoints to ensure positive outcomes at every stage.

An analog phone is a traditional telephone that converts voice into electrical signals, transmitted over copper wires to the recipient’s phone. This older technology is commonly used in landline systems, relying on analog signals for communication.

An APN, or Access Point Name, serves as a gateway between a mobile network and the internet, ensuring proper routing and security for devices to connect via mobile data.

An Attendant (Auto Attendant) is an automated system that answers incoming calls, presenting callers with menu options and routing them to the appropriate department or individual without human intervention.

Audio teleconferencing or audio conferencing involves multiple participants in different locations joining a live audio call, allowing real-time discussions over the phone or internet-based platforms.

An Auto Attendant is a system that automatically answers incoming phone calls, providing a menu of options to route the caller to the correct department or individual without the need for a live operator.

An Auto Dialer is a software or device that automatically dials telephone numbers from a list, often used in telemarketing, surveys, or emergency notifications to save time and increase call volume efficiency.

A system that automatically directs inbound calls to the most suitable agent or department, improving response times and customer satisfaction.

Leverages customer data to deliver dynamic, tailored interactions, enhancing engagement and building stronger relationships.

Automatic Call Distribution (ACD) is a system used in call centers to route incoming calls to the appropriate agent or department based on factors like availability, skills, or customer needs, optimizing call handling efficiency.

Technology that identifies and transmits the caller’s phone number, enabling personalized service and streamlined call routing.

Utilizes AI and automated tools to streamline processes, reduce wait times, and enhance the overall efficiency of service operations.

The amount of time a customer spends on hold before being connected to an agent. Long hold times negatively impact customer satisfaction and call center performance, while minimizing it improves customer experience and retention.