Glossary
A
Agent Screen Recording allows managers and team leaders to view, control, and save agents' screens in a call center. Agent screen capture can help improve quality customer service, help identify the need for necessary training, and keep your organization in compliance.
C
Call Center Agents Vital to contact center operations, a call center agent works on the front-line of customer engagement as a representative and brand ambassador for an organization. Call center agents are responsible for ensuring optimal customer service via inbound and outbound calls, as well as omnichannel messaging.
Call Center Agent Scorecard is a solution applied to monitor and assess agents’ performances. Different scorecards exist such as Customer Satisfaction and Performance Improvement Plans, which are useful methods for determining success and areas for improvement within call center operations.r software should provide the features/function/flexibility to meet the needs of any commercial contact center.
Call Center Automation: The use of technology, such as AI and bots, to automate repetitive tasks and processes within the call center. Automation enhances efficiency and reduces human errors.
Call Center Compliance Monitoring: The practice of ensuring that call center operations comply with industry regulations and internal policies. Compliance monitoring protects customers' privacy and maintains legal adherence.
Call Center Integration The seamless integration of call center software with other business systems and applications, allowing for data sharing, streamlined processes, and a unified customer view.
Call Center Management The process of overseeing and coordinating call center activities, including resource allocation, performance monitoring, and strategic planning. Effective management maximizes efficiency and customer satisfaction
Call Center Quality Monitoring: The systematic evaluation and analysis of call center interactions to assess agent performance, customer satisfaction, and adherence to quality standards. Monitoring helps identify areas for improvement.
Call Center Quality Monitoring Software Call center voice analytics processes audio recordings of calls and extracts data on caller speech patterns, emotional tone, and more to generate useful insights about how call centers might improve their services.
Call Center Quality Monitoring Scorecard is a set of guidelines that functions as an aid for companies to measure the quality and efficiency of their contact center customer services.
Call Recording Software: Software that records and stores call center interactions for quality monitoring, training, compliance, and dispute resolution purposes.
Call Center Reporting: The generation and analysis of reports based on call center data and performance metrics. Reporting provides valuable insights for decision-making and process optimization.
Call Center Software: This software empowers call centers to efficiently manage and optimize customer interactions across various channels. It automates tasks, integrates processes, and enhances overall performance, ensuring seamless operations.
Call Center Software Features optimize the management of all customer and call interactions, including call, chat, audio or email. Features are automated using AI and machine learning, removing human error and providing an efficient and integrative system.
Call Center Software for Small Business The challenges facing a call center for small business (commercial contact centers) aren’t substantively different from those of their enterprise counterparts; the only difference is the amount of resources they can dedicate to meeting those challenges. Every call center is different, but call center software should provide the features/function/flexibility to meet the needs of any commercial contact center.
Call Center Training: The process of providing agents and staff with the knowledge and skills needed to deliver exceptional customer service and handle various interactions effectively.
Call Center Voice Analytics Call center voice analytics processes audio recordings of calls and extracts data on caller speech patterns, emotional tone, and more to generate useful insights about how call centers might improve their services.
Call Center Workforce Optimization: Strategies and technologies aimed at maximizing the productivity and efficiency of call center agents, ultimately improving customer experience.
Cloud Call Center a call center utilizing a cloud IT infrastructure, which reduces hardware costs, adds workplace versatility by supporting a distributed work-from-home agent workforce and eases/streamlines scalability.
Contact Center CRM a customer experience enhancement tool that facilitates real-time customer management by associating individual customers with their phone numbers, emails, social media handles, addresses, purchasing histories, and preferred method(s) of communication.
Contact Center Management: Similar to call center management, but focused on managing interactions through multiple channels, including phone, email, chat, and social media. It emphasizes omnichannel customer experience.
Contact Center Screen Recording tracks and captures all agent on-screen activities related to their interactions with customers, including data entry and screen-to-screen navigation.
Commercial Call Center Call Center Software Features optimize the management of all customer and call interactions, including call, chat, audio or email. Features are automated using AI and machine learning, removing human error and providing an efficient and integrative system.
Customer Experience: The perception and overall impression that customers have of a brand based on their interactions throughout the customer journey. Positive customer experiences lead to loyalty and advocacy.
▲ back to top
I
Inbound Call Center a type of contact center operation that handles incoming sales, support or other requests from customers.
IVR
Interactive Voice Response, or IVR, is a system used by contact centers to let callers interact with the company’s phone system. Such solutions automatically route calls to the appropriate places, and can also provide commonly requested information to callers.
▲ back to top
M
Multichannel Contact Center: A contact center that supports customer interactions through multiple channels, offering customers the flexibility to engage through their preferred communication method.
▲ back to top
O
Omnichannel Contact Center TA contact center that integrates all business communications and customer data into a single platform, allowing customer service agents to seamlessly switch back and forth between channels when speaking with customers.
▲ back to top
V
Voice Platform is a programmable technology that allows software to integrate with a native call center infrastructure to enhance telephony systems. This tool can deploy speech recognition analysis, call recording, quality management, and data analytics.
▲ back to top
U
Unified Communications integrates multiple forms of communication within a business or organizational structure, combining voice calls, video chatting, instant messaging, digital content sharing, and more in one streamlined platform.
▲ back to top
W
Workforce Management Call Center Workforce management (WFM) software for call centers should ensure that the right number of agents with the right skills are on hand when needed. Optimizing team structure is the key to maximizing revenue potential without compromising employee loyalty or creating customer dissatisfaction. Don’t forget to learn more about WFM call centers and how Eleveo can help to maximize your call center operations.
▲ back to top