The Latest Trends and Thought Leadership for Contact Centers

Account contact management refers to specific information identifying a customer account such as name, address, contact information and any related details associated with a given customer record. 

Adherence is a term essential to call centers that refers to the degree in which customer service representatives stick to guidelines and follow set practices.

Call center administrators are responsible for overseeing the day-to-day operations of a call center.

A contact center agent provides customer support and quality of service to a business’s client base. They help resolve customer issues and escalate high-priority cases to the appropriate departments within an organization so customer satisfaction levels are met. 

An Agent Desktop is a crucial component of modern contact centers, often described as the nerve center for customer service operations.

Agent engagement is a critical factor in the success of a contact center. It refers to the level of motivation, commitment, and satisfaction that customer service representatives (CSRs) experience in their roles.

Agent occupancy is a key performance metric in the contact center industry, representing the percentage of time agents are actively engaged in handling customer interactions

An AI (Artificial Intelligence) focused call center is a telecommunications company that uses AI to assist in various related call center operations.

AI sentiment analysis is a feature that analytic software uses to analyze human speech.

Artificial Intelligence (AI) solutions have emerged as transformative tools in the realm of contact centers, revolutionizing the way customer service is delivered.