Contact Center Terminology from A-to-Z

Call flow can refer to two different things. One is the way that calls are distributed within a call center.

Call logging is the process of collecting, analyzing, and recording customer interaction data.

Call management software is a tool that call center agents use to track and manage calls. Call management software is crucial for a smooth operation because it can perform a variety of tasks such as routing calls to the right agents, capturing inbound caller data,...

Call monitoring is a form of quality management that call centers implement to ensure that customers are receiving a level of support that meets company standards.

Call recording software is a tool used to capture and house voice conversations from multiple phone lines in the contact center…

Call routing is an automatic call distribution and management process that allows contact center phone systems to place incoming calls into queues and direct them to the appropriate recipient…

Call tracking software is a tool that helps businesses effectively manage customer calls. It provides records of every call along with information about each caller, such as customer details and the origin of the call. It can help agents identify which outreach...

A call detail report is a comprehensive report on every contact managed by a platform.

A chatbot is an AI-driven computer programs that simulate human conversation and allow interactions with digital devices to unfold as if chatting with a real person.

A cloud CRM is customer relationship management software that houses data in a public or private cloud by the CRM service provider as opposed to on-premise or in-house…

Cloud CX is short for Cloud Customer Experience. A cloud customer experience refers to a virtual call center.

Cloud phone systems are a type of phone network setup usually found within a call center. These setups are cloud-based and hosted off-site. The virtual systems are cost-effective and more efficient than traditional on-premise phone setups. Cloud phone systems are easy...

A cloud-based call center, also called a cloud call center, is a web-based software platform for handling a company’s inbound and outbound communications.

Coaching helps to foster an engaged and motivated team, while providing the tools and resources necessary for agents to succeed.

Cold calling software is a tool that call centers use which allows agents to make outbound cold calls.

Call center compliance is a term used to describe a call center’s adherence to federal rules and policies that are meant to regulate call center activities.

Contact center as a Service, or CCaaS, is a software delivery model whereby contact center service vendors bundle the core tools used to manage contact center operations…

Call center agents often have to work under a great deal of pressure which can make it difficult for them to maintain their confidence.

Establishing connections between call center agents and their customers is one of the most important aspects of providing quality customer service.

Contact center campaigns promote products and services through different types of channels, such as email, voice, SMS, and web platforms. Contact center campaigns can include product promotions, upsells, account recovery management, customer satisfaction surveys, and many other initiatives…

A contact center company is a company that functions similarly to a call center business. A contact center offers customers an omni-channel experience, which means that they can communicate with agents in more than one way. In addition to voice, a contact center...

Contact center services are the services contact centers can provide to their clients. Contact centers are well-equipped to offer numerous services.

Conversation analytics are tools and processes for analyzing the contents of calls and digital messages. Conversation analytics allow you to monitor and assess agent performance and customer satisfaction…

The cost per experience curve in the contact center refers to the cost of each customer interaction. Cost per experience calculations assume that the more consistent, personalized, and satisfactory your customer experience is, the less each interaction will cost.

CRM solutions are customer relationship management software tools that house data in a public or private cloud by the CRM service provider as opposed to on premise or in house…

Customer communications are interactions between customers and businesses using various channels spanning digital and in-person touchpoints. 

Customer contact services are services that contact center agents perform for customers on behalf of a company. There are a wide variety of customer contact services that agents can provide.

Customer contact software is a tool that call centers use to manage customer interactions.

Customer effort score is an estimate of the ease of doing business with an organization, including obtaining information and resolving customer inquiries.

Customer experience, sometimes abbreviated as CX, is the impression your customers have of your brand along the entire customer journey you’ve created. 

Customer experience management is a set of tools and practices that are focused on increasing customer relationships, retention, and success. Effective CXM strategies lead to more satisfying customer experiences, more effective marketing campaigns, and more profitable...

Customer feedback surveys are post-interaction questionnaires sent to customers to gain direct feedback on the customer experience .

Customer intelligence explains and analyzes customer behavior. It can tell you which channels your customers prefer, and more importantly, it provides the details call center managers need to know to personalize and interact with them on a multitude of channels. 

A customer service call center is a telemarketing company that can provide customer service assistance for outside companies.

The customer service experience is one of today’s most critical and influential aspects for any company in nearly every industry.

Customer service messages are messages that agents in a call center environment can deliver to customers through email, SMS, chat, and voice.

A customer service platform is a software tool that call centers implement to help agents perform various customer service related tasks.

Customer service SaaS is software designed to help call center agents execute customer service activities.

Customer service software is any tool or suite of tools that allows businesses to interact with, track, and manage customer relationships.

A customer support system is a system that is designed to provide different types of service for a company’s customers. A customer support system offers various services for a client’s customers. They can provide services such as sales support, debt collection, order...