Contact Center Glossary
Active learning is a teaching method that encourages participants to take an active role in the learning experience.
AHT is a critical metric for contact center management, as it directly impacts a company's bottom line.
Contact Center Management: Best Practices for Improving Call Center Performance
Explore what conversational intelligence is, how to improve it, and why it's essential for customer experience and contact centers.
CSAT stands for “customer satisfaction.” As an idea, “customer satisfaction” is the ultimate goal of any organization. Satisfied customers spend more, are more loyal, and can turn into brand evangelists. Every business wants to make sure they increase their customer satisfaction.
Customer engagement is the emotional connection that a customer has with a brand.
Learn about the important role of a Customer Service Representative (CSR) in providing excellent customer service. Discover the responsibilities, skills, and channels of communication used by CSRs to handle customer inquiries and resolve complaints.
Learn about the types of attrition, how to calculate the attrition rate, and effective strategies to improve employee retention.
Learn about the benefits of a positive employee experience and best practices for improving it, including learning and development opportunities, work-life balance, and company culture.
Employee training is the process of providing employees with the necessary knowledge and skills to perform their job responsibilities effectively.
The ability of call center agents to resolve a customer's problem or query during their first interaction with the customer.
Discover the world of generative AI and explore its key components, applications, popular models, challenges, and limitations.
Immersive learning is an experiential teaching methodology that simulates the environment for the learners.
Large Language Models (LLMs) are changing the game for call centers. Learn what they are, how they work, and the many applications of this cutting-edge AI technology.
Soft skills - the ability of someone to relate to and work with another person - it vitally important in customer-facing roles.