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Definitions
Definitions of key contact centre terms and phrases. Also found in our
Contact Centre Jargon Glossary
.>
What Is Shrinkage?
What Is Side-by-Side (SBS) Coaching?
What is Social Customer Service?
What Is Text Analytics?
What Is the ABC Approach?
What Is the Erlang C Formula?
What Is the FCA’s Consumer Duty?
What is the Meaning of EOS?
What Is Tone of Voice?
What Is Total Cost of Ownership (TCO)?
What Is Total Experience?
What Is Turnaround Time (TAT)?
What Is Unified Communications as a Service?
What Is Unified Customer Experience?
What Is Unscheduled Personal Leave (UPL)?
What Is Utilization?
What Is Voice Design?
What Is Voice Over Internet Protocol?
What Is WEM?
What Is WFM – Workforce Management?
What Is Work at Home (WaH)?
What Is Workforce Optimization (WFO)?
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