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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 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…

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 provides powerful analytics tools, including a visual dashboard with customizable real-time and historical metrics.

Annualized Contract Value is calculated by dividing the Total Contract Value (TCV) by the term of the contract.

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) 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 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" 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 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) 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 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) 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…