7 Contact Center Glossary Terms You Need to Know

I could take you through a litany of common contact center terms and definitions … but why? There are plenty of places you can go to find that information. In fact, I’ve included a link to an unbiased market source at the end of this blog. There are, however, some terms you should know today, that might not be on lists of old.

To understand today's technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms:

And, of course, as promised, there are many other terms… from Average Handle Time, and other common operational metrics, to Wrap-up codes or Workforce Optimization.