Call Center

Call center queue time is defined as the amount of time that a customer spends waiting to dial in to […]

N+1 redundancy in contact center holds that under a condition of zero available agents or under-capacity operation, a call can

Logged On means that you are working at your computer, performing your job. It is used to eliminate any confusion

The concept of Interflow is similar to the one or Two way in a pipeline. The Interflow model has been

Economies of scale in a contact center simply refers to the reduction of costs that increases as a contact center

Definition: Customer Effort Score is a metric you can use to determine how customer-friendly your contact center is. Reinventing the

Call blending in contact centers is where a single telephone number is utilized to route the incoming caller to different