Contact Center Operations

Virtual Call Center Software

Virtual call center software is any cloud-based contact center platform that allows organizations to run their contact center operations in any time zone, from anywhere in the world.

Universal Agents

Universal Agents are contact experience associates who are trained deliver best-in-class service through any channel, whether a customer is connecting through voice, chat, video or mobile.

Touchpoint

Every time a customer interacts with a business, it's considered a touchpoint.

Total Contract Value (TCV)

Total Contract Value is the potential revenue associated with the contract and estimated at the commencement of the contract (e.g., sum total of revenue accrued to the service provider from the contract over the entire contract term, usually measured in m

Talk Time

Average talk time or ATT is the amount of time an associate talks to a customer. It does not include time spent on hold.

Super Agents

Super Agents are contact experience associates with expertise to handle highly complex conversations with customers in any channel.

Skills-Based Routing

Contact centers use Skill-based Routing (SBR) as a call-assignment strategy to align incoming calls to the best fitting associates, rather than the next available approach.

Six Sigma

Six Sigma is a project management methodology and approach that provides organization s tools to improve their business processes.

Single Customer View

A Single Customer View (Propensity Modeling) is an aggregated, consistent, and holistic representation of an organization's customer data.

Shared Services

Shared services is a combination of business operations that are operated by many parts of the same organization.

Service Provider

A service provider is a company/entity that provides outsourcing services to another company/entity.

Scale first CCO

Scale first CCO are executives like Chief Customer Officers and others who are looking to scale their Call Center Outsourcing operations, focused on strong minimal delivery and capabilities and a base price.