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Definitions
Definitions of key contact centre terms and phrases. Also found in our
Contact Centre Jargon Glossary
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What Is a Service Level Agreement?
What Is a Silo?
What is a Spike in Call Volumes?
What Is a Team Leader (TL)?
What Is a Web UI?
What is a Wrap-Up Code?
What Is ACW?
What Is Adherence?
What Is Agent Ramp-Up Time?
What Is AI Microlearning?
What is All Hands on Deck?
What is an Account Code?
What is an Agent Status Code?
What is an Auto Attendant?
What Is an Automatic Call Distributor (ACD)?
What is an Emoji?
What Is an Employee Engagement Survey?
What Is an Erlang Calculator?
What Is an Integrated Services Digital Network (ISDN)?
What Is an Interactive Voice Response (IVR) Survey?
What is an Intranet?
What is an Invisible Queue?
What Is an Omnichannel Customer Experience?
What is an Outbound Call Centre?
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