What Is POC? Related Articles Definition: Contact Centre Jargon and Terminologies Typical Roles in a Call Centre – With Job Descriptions 9 Important Team Leader KPIs Can you Recommend any Games I can use to Motivate my Agents? © Aurielaki - Adobe Stock - 104011861 5,266 Filed under - Definitions, Business Systems Proof of Concept (POC) POC means proof of concept, which is part of the process of making an idea a reality. Example Any good analytics provider can supply a complete proof of concept (POC) using a call centre’s own data to build a genuine financial model. These POCs typically address core business objectives identified by the call centre. Specific queries can be generated across a sizeable sample of extracted data, which then pinpoints insights and actions that, if implemented, can achieve significant cost savings all whilst building the case for board-level sign-off and investment. Thanks to David Mason Business Systems POC can also stand for; Point of Contact (POC) Point of contact (POC) can be used to refer to a customer touchpoint such as a phone call, email, live chat, engineer visit or entering a store. Part of Our Culture (POC) As a follow-up to our virtual meetings and check-ins, we write our goals down on cards – whether individual or team – on how we can continue to improve. The leader keeps track of our progress on cards throughout the year – to recognize and reward advisors for hitting their targets. The cards are on display in the team leader’s workroom and agents are given a timeframe in which they need to be completed. When the cards are acted on and completed, we move them to the POC = Part of Our Culture board and the leader keeps track of our progress on cards throughout the year – to recognize and reward advisors for hitting their targets. Author: Rachael Trickey Published On: 3rd Jun 2022 Read more about - Definitions, Business Systems Recommended Articles Contact Centre Jargon and Terminologies Typical Roles in a Call Centre – With Job Descriptions 9 Important Team Leader KPIs Can you Recommend any Games I can use to Motivate my Agents? Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter