Skills-Based Routing
Skills-Based Routing (SBR) is a contact center technology that intelligently routes incoming customer inquiries to the most suitable available agent based on predefined criteria such as skills, expertise, and availability. Instead of routing calls sequentially or randomly, SBR uses algorithms…
Social Media ads
Social media ads are paid advertisements displayed on various social media platforms to reach target audiences, promote products or services, and achieve specific marketing objectives. These ads appear in users' social media feeds, alongside organic content, and can take various…
Social media marketing
Social media marketing is a digital marketing strategy that involves using social media platforms to promote products, services, or brands and engage with audiences. It involves creating and sharing content on social media networks such as Facebook, Instagram, Twitter, LinkedIn,…
Software development life cycle
The Software Development Life Cycle (SDLC) is a structured process used by software development teams to design, develop, test, deploy, and maintain software applications. It encompasses a series of phases or stages that guide the progress of a software project…
Speech Analytics
Speech Analytics is a technology that automatically transcribes and analyzes spoken language to extract valuable insights from customer interactions. By analyzing recorded conversations from various communication channels such as phone calls, voicemails, and live chats, Speech Analytics can identify patterns,…
Super Agents
Super Agents are highly skilled and versatile customer service representatives who possess a wide range of knowledge, expertise, and capabilities to handle complex customer inquiries and issues effectively. Unlike traditional agents who may specialize in specific tasks or channels, Super…
Supplier Code of Conduct
A Supplier Code of Conduct is a set of principles and standards that outline the ethical and operational expectations for suppliers and vendors who do business with an organization. It serves as a framework for ensuring that suppliers align with…
Supply chain meaning
A supply chain refers to the network of organizations, people, activities, information, and resources involved in the creation and distribution of goods and services from suppliers to end customers. It encompasses all stages of the product lifecycle, including procurement of…
Surveys VS Feedback
Surveys are structured, predefined questions used to collect specific, quantitative data periodically through forms or interviews. Feedback is unstructured, open-ended responses providing qualitative insights, often gathered continuously through comments or emails. Surveys are easy to analyze but may lack depth,…
Sustainability Report
A sustainability report is a comprehensive document produced by organizations to communicate their environmental, social, and governance (ESG) performance and impacts. It provides stakeholders, including investors, customers, employees, and the community, with transparent information about the organization's sustainability practices, initiatives,…
Talent acquisition
Talent acquisition refers to the process of identifying, attracting, and hiring skilled individuals to fill key roles within an organization. It encompasses various strategies, techniques, and activities aimed at sourcing, evaluating, and selecting candidates who possess the qualifications, experience, and…
Talk Time
Talk Time is a key performance metric used in contact centers to measure the amount of time an agent spends actively engaged in conversation with customers during a specific period, typically recorded in minutes or hours. It includes the duration…
Target Operating Model
A Target Operating Model (TOM) is a blueprint or framework that defines how an organization will operate to achieve its strategic objectives and deliver value to stakeholders. It outlines the structure, processes, capabilities, technologies, and governance arrangements required to support…
Tax domicile certificate uae
A Tax Domicile Certificate (TDC) is a document issued by the United Arab Emirates (UAE) Ministry of Finance to certify an individual's tax residency status within the UAE. It serves as proof that the holder is a resident taxpayer of…
Taxonomy meaning
Taxonomy refers to the practice and science of classification. In various fields, including biology, information technology, and knowledge management, taxonomy involves the systematic organization, categorization, and classification of entities or concepts based on shared characteristics or criteria. Taxonomies are hierarchical…
Total Contract Value (TCV)
Total Contract Value (TCV) refers to the total worth or value of a contract over its entire duration. It represents the sum of all monetary components associated with the contract, including recurring charges, one-time fees, additional services, and any other…
Touchpoint
A Touchpoint refers to any interaction or point of contact between a customer and a business across various channels and stages of the customer journey. Touchpoints can occur through physical, digital, or human interactions and encompass a wide range of…
TPRM meaning
Third Party Risk Management (TPRM) involves the processes, policies, and practices organizations implement to identify, assess, and mitigate risks associated with their third-party vendors, suppliers, contractors, and partners. It aims to protect the organization from potential threats such as data…
TRC (tax residence certficate)
A Tax Residence Certificate (TRC) is an official document issued by a country's tax authorities to certify an individual's or entity's tax residency status for the purpose of claiming tax benefits under a double taxation avoidance agreement (DTAA) or tax…
Universal Agents
Universal Agents are customer service representatives who possess a broad range of skills and knowledge to handle various types of customer inquiries and issues across multiple channels and touchpoints. Unlike specialized agents who focus on specific tasks or channels, universal…
Upselling
Upselling: Upselling involves persuading a customer to buy a more expensive or premium version of a product or service they are already considering. The goal is to maximize the value of the sale by offering upgrades, add-ons, or complementary products…
Upselling and cross selling
Upselling and cross-selling are two sales techniques used by businesses to increase revenue and customer value by encouraging customers to purchase additional products or services.
User generated content
User-generated content (UGC) refers to any form of content, such as text, images, videos, reviews, or testimonials, that is created and shared by users or consumers of a brand, product, or service, rather than by the brand or its representatives.…
Virtual Agents
Virtual agents, also known as chatbots or digital assistants, are AI-powered software programs designed to simulate human-like interactions with users through text-based or voice-based conversations. These virtual agents leverage natural language processing (NLP) and machine learning algorithms to understand user…
Virtual Call Center Software
A Virtual Call Center is a cloud-based contact center solution that enables organizations to manage their customer interactions remotely, without the need for a physical office or on-premises infrastructure. Virtual call centers leverage cloud-based technology to route incoming calls, emails,…
