Call center manager Definitions

  • C

    call center

    A call center is a centralized department to which phone calls from current and potential customers are directed.

  • call center schedule adherence

    Call center schedule adherence is a common metric used in the call center to determine whether or not call center agents are working the amount of time they are scheduled to work.

  • call center shrinkage

    Call center shrinkage is a measure of how much time is lost in the call center because agents are unavailable to receive calls.

  • contact center infrastructure

    A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.

  • contact center software

    Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents.

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