Accommodation meaning
Accommodation refers to providing adjustments or modifications to make things more accessible or suitable for individuals, particularly in educational, workplace, or living environments. It ensures inclusivity and accessibility for people with disabilities, diverse needs, or special circumstances.
Addressable Market
Addressable Market is the portion of the market that is available for capture on an annual basis. Total Addressable Market (TAM), also referred to as total available market, is the overall revenue opportunity that is available to a product or…
Advantages of Outsourcing Customer Service
Outsourcing customer service involves contracting a third-party service provider to handle customer inquiries, support requests, and other related tasks on behalf of a company. This approach offers several advantages for businesses seeking to enhance their customer support operations and streamline…
Amazon Connect Integrations
Amazon Connect provides powerful analytics tools, including a visual dashboard with customizable real-time and historical metrics.
Annualized Contract Value (ACV)
Annualized Contract Value is calculated by dividing the Total Contract Value (TCV) by the term of the contract.
Apple Business Chat
Apple Business Chat is a customer service platform provided by Apple that enables businesses to communicate with their customers using the Messages app on iOS devices, such as iPhone, iPad, and Mac. It allows customers to initiate conversations with businesses,…
Artificial Intelligence (AI)
Artificial Intelligence (AI) refers to the simulation of human intelligence processes by machines, especially computer systems. It encompasses various techniques and algorithms that enable computers to perform tasks traditionally requiring human intelligence, such as visual perception, speech recognition, decision-making, and…
Ascending Accounts
Ascending Accounts refers to a classification system used in business process outsourcing (BPO) to categorize accounts based on their value or importance to the organization. Ascending accounts are typically those that show potential for growth or increased revenue over time.
Associate Assist
Associate Assist" typically refers to a service or system designed to support associates or employees in their tasks or responsibilities within an organization. It could encompass various forms of assistance, such as providing guidance, resources, or tools to help associates…
Asynchronous Messaging
Asynchronous Messaging is a communication method where participants on both sides of the conversation have the freedom to start, pause, and resume conversational messaging on their own terms, eliminating the need to wait for a direct live connection (aka synchronous…
Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD) is a telecommunications technology that automatically distributes incoming calls to a specific group of agents or employees based on pre-defined criteria. ACD systems use algorithms to determine the best agent to handle each call, taking into…
Automation
Automation refers to the process of using technology to perform tasks or processes with minimal human intervention. In the context of business process outsourcing (BPO), automation often involves the use of software and systems to streamline repetitive tasks, improve efficiency,…
Average Handle Time (AHT)
Average Handle Time (AHT) is a key performance metric used in call centers and customer service operations to measure the average duration of customer interactions, including the time spent by agents handling calls or other types of inquiries. AHT typically…
Back Office Support
Back Office Support refers to the administrative and operational tasks performed by a business or organization that are essential for its functioning but do not involve direct interaction with customers. This includes tasks such as data entry, payroll processing, inventory…
Brand Loyalty
Brand loyalty refers to the degree of commitment or attachment that consumers have towards a particular brand or product. It reflects the likelihood of customers to consistently choose and repurchase products or services from a specific brand over its competitors,…
Business Process Automation (BPA)
Business Process Automation (BPA) refers to the use of technology to automate repetitive, manual tasks and streamline workflows within an organization. BPA aims to improve efficiency, reduce errors, and free up employees to focus on more value-added activities. It involves…
Business Process Outsourcing (BPO)
Business Process Outsourcing (BPO) is the practice of contracting specific business tasks or processes to a third-party service provider. These tasks can range from customer support and technical assistance to back-office functions such as data entry, accounting, and human resources…
Business Transformation
Business transformation refers to the fundamental and comprehensive change that an organization undergoes to adapt to new market conditions, technological advancements, competitive pressures, or strategic shifts. It involves redefining business processes, organizational structures, culture, and strategies to drive innovation, improve…
Call Center
A call center is a centralized department that handles inbound and outbound calls from current and potential customers. It serves as the primary point of contact for customer support, sales, and other inquiries.
Call Center Associate / Call Center Agent
A Call Center Associate or Call Center Agent is an employee who manages inbound or outbound customer calls for an organization. These professionals handle customer inquiries, provide support, resolve issues, and may also be involved in sales and telemarketing activities.
Call Center CRM
A Call Center Customer Relationship Management (CRM) system is a software tool used by call centers to manage and analyze interactions with customers across various channels, such as phone calls, emails, chat, and social media. Call center CRM systems help…
Call Center Software
Call center software automates the flow of incoming and outgoing calls. Interactive voice response (IVR) systems — a common feature of call center software — are used to create prerecorded greetings, menu options, and answers to frequently asked questions.
Call Routing
Call center call routing is the process of directing incoming calls to the most appropriate agent or department within a call center based on predetermined criteria. It ensures that callers are efficiently connected to the right resource to address their…
Chatbot
A chatbot is an artificial intelligence (AI) software program designed to simulate human conversation, either through text-based or voice-based interactions. Chatbots are used across various industries and applications to automate customer service, provide information, assist with tasks, and facilitate communication…
Cisco Webex Contact Center Enterprise
Cisco Webex Contact Center Enterprise is a cloud-based contact center solution offered by Cisco Systems that is designed to provide advanced customer engagement capabilities for large enterprises. It enables organizations to deliver omnichannel customer experiences by integrating voice, chat, email,…
