First Call Resolution (FCR)
Read More: Avoid Capital Expenditures & Expensive Phone Switch Upgrades First Call Resolution (FCR) is a strategy, process and metrics […]
Softphone
Learn More: Unified Blended-Media Queue for Voice, Chat, and Click-to-call Increases Agent Productivity Softphone, also known as softphone application is
Labor Saturation Rate
Related: Easily Communication-Enable Any Website to Allow for Easy Customer Connection Labor Saturation is the upper limit of regular employees
Firewall
Related: Easily Communication-Enable Any Website to Allow for Easy Customer Connection Firewall is a technology (Network Security System) built in
Dialed Number Identification Service (DNIS)
Related: Protecting Communications Data Amid Today’s Digital Transformation Dialed Number Identification Service (DNIS) is a telephone service that allows a
Average Wait Time (AWT)
Related: Easily Communication-Enable Any Website to Allow for Easy Customer Connection The average wait time (AWT) or wait time average
Intelligent Call Router (ICR)
Read More: A Midwest Story of Innovation Intelligent Call Router (ICR) is a call routing technology employed in contact centers
Centum Call Seconds (CCS)
Read More: Avoid Capital Expenditures & Expensive Phone Switch Upgrades Centum Call Seconds (CCS) is a call center industry KPI