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Definitions
Definitions of key contact centre terms and phrases. Also found in our
Contact Centre Jargon Glossary
.>
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How it Improves Customer Service?
Contact Centre Jargon and Terminologies
Definition: Speech Analytics
Definition: What Is ChatGPT?
First Call (Contact) Resolution (FCR)
How Do You Define Great Customer Service?
Replacing Live Chat With Asynchronous Messaging
The Meaning of ACR in Outbound Call Centre
What Are Chatbots?
What Are Cloud Solutions?
What Are Machine Customers?
What Are Probing Questions?
What Are Soft Skills?
What Are Virtual Agents?
What Does Average Resolution Time (ART) Mean?
What Does Hang Up the Phone Mean?
What Does No Call No Show Mean?
What Does Voice and Non-Voice Process Mean in Business Process Outsourcing (BPO)?
What is a 360 Degree View of the Customer?
What Is a Balanced Scorecard?
What is a Blended Agent?
What Is a Call Centre Audit?
What Is a Call Centre Scorecard?
What Is a Call Centre?
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Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
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The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!