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Definitions

Definitions of key contact centre terms and phrases. Also found in our Contact Centre Jargon Glossary.

What Is Microlearning?

plugged pc

What is Multi-Site Networking?

mute microphone

Hand drawn NLP Natural Language Processing

What Is Natural Language Processing (NLP)?

Eggs in a twig nest with the words nesting

What Is Nesting?

What is Next Generation Workforce Optimisation?

occupancy pie chart

What Is Occupancy?

Person using laptop over white background with cloud computing icons

What Is Omnichannel CX Analytics?

Onboarding Business Banner on pink background

What Is Onboarding?

overflow drinks

What is Overflow?

poc

reading script

What Is Positive Scripting?

Product innovation in circle in front of person

What Is Product Innovation?

Five Star Rating Quality of Experience

What Is Quality of Experience (QoE)?

On purple background, pen writing on paper note QUIET QUITTING

What Is Quiet Quitting?

heart mug coffee

What Is Rapport?

Customer Services Agent In Call Center

What Is Real-Time Floor Monitoring (RTFM)?

Stop watch with telephone for Response Time When New

What Is Response Time When New (RTWN)?

Person relaxing on sofa

What Is Rest Day Overtime (RDOT)?

RFT concept man holding a check icon with thumb up

What Is Right First Time (RFT)?

Smartphone and checkmark vector

What Is Right Party Contact (RPC)?

Sales and Operations Planning concept

What Is Sales and Operations Planning (S&OP)?

A picture a happy person with a service recovery icon on their phone

What is Service Recovery – With Examples

Turn on button on Earth with the words Session Initiated Protocol (SIP)

What Is Session Initiated Protocol (SIP)?