![]() ![]() In outbound contacts, this term refers to an occurrence in which the predictive dialer ends communication because the system or agent was unable to connect.ĪCD (Automatic Contact Distributor) - An ACD is a specialized omnichannel routing engine that distributes inbound contacts to agents based on customer need and agent skill set, ensuring that customer requests are resolved with self-service or elevated to qualified agents in the most efficient manner.ĪctiveX Controls - A feature set within a web page that allows for interactive functionality.Īdvanced Call Center Technologies - Term that describes modern technology, such as artificial intelligence (AI), that has transformed the way we communicate and how call centers deliver customer service.Īgent - An individual who handles the customer interaction resulting from inbound and/or outbound contact. ![]() Contact Center Abandon - This term refers to an inbound contact that waited to be connected but ended communication before being transferred.
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