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Glossary

If you are new to the industry or are just trying to keep up with the latest terms and definitions, review ContactCenterWorld.com's Glossary below.

A 
Abandoned Call
Above Hold Time
Account Codes
Adherence Monitoring
Advisory Tones
After Call Work
Agent
Agent Desktop
Agent Group
Analog
Area Code Restriction
Audiotext
Auto Attendant
Auto Greeting
Automated Call Sequencer
Automated Number Identification
Automatic Call Distributor (ACD)
Automatic Number Identification (ANI)
Available State
Average Handle Time (AHT)
Average Holding Time
Average Speed of Answer (ASA)
Average Talk Time
B 
Base Amount
Base Staff
Beep Tone
Benchmark
Best In Class
Blend
Blended Agent
Blocked Call
Blog
Burn Out
Business Continuity
Business Process Outsourcer (BPO)
Business Process Outsourcing
C 
Calibrate
Call Blending
Call Center
Call Completion Rate
Call Forcing
Call Priority
Call Record
Calls In Queue
Campaign Management
Case Based Reasoning
Certification
Circuit
Coaching
Cold Call
Compiled List
Compliance
Computer Telephony Integration (CTI)
Conflict Management Training
Consultancy
Contact Center Analytics
Content Analytics
Couponing
Customer Experience Management
Customer Relationship Management (CRM)
Customer Sensitivity Knowledge Base
Customer Support
D 
Day Of Week Routing
Delay
Delay Announcements
Delayed Call
Demographic Overlay
Dialed Number (DN)
Digital Announcer
Discrete Speech
Dual-Tone Multifrequency (DTMF)
E 
E- Business
E- Learning
E- Support
Electronic Commerce
Email
Envelope Strategy
Ergonomics
Error Rate
Escalation Plan
Executive Summary
F 
Facsimile (FAX)
Fast Clear Down
Fax On Demand
Fax Over IP
Firewall
First In First Out (FIFO)
Flexagents
Flushing Out The Queue
Focus Group
Forecasting
G 
Gateway
Grade Of Efficiency
Grade Of Service
H 
Hacker
Handled Calls
Headset
Help Desk
Historical Reports
Hold Recall
Home Agent
Home-Based Agent
Hot Site
House List
Human Resource
I 
Imaging
Inquiry
Integration
Interactive Voice Response (IVR)
Internal Help Desk
Internet Call BackTransaction
Internet Call Through Transaction
Internet Telephony
Intranet
Invisible Queue
J 
Judgmental Forecasting
Junk Fax
K 
Key Performance Indicator (KPI)
Knowledge Management
L 
Last In First Out (LIFO)
Least Cost Routing (LCR)
Legal Holiday
Live
Local Area Network (LAN)
Local Exchange Carrier (LEC)
Logged On
Long Call
Longest Available Agent
Longest Delay
M 
Market Research
Media Consolidation
Message Boards
Middleware
Modem
Monitoring
Multilingual Agents
Mute
N 
Nearshore Contact Center
Net Staffing
Network Control Center
Next Available Agent
Noise Canceling Headset
Non ACD In Calls
O 
Offered Calls
Offshore Outsourcing
Operating Time
Operator
Outbound
Outsourcing
Overflow
P 
Paid Hours
Peaked Call Arrival
Potential Revenue
Predictive Dialing
Primary Agent Group
Private Network
Problem Resolution Engine
Public Switched Network (PSN)
Q 
Qualitative Data
Quality Assurance
Quality Management
Quantitative Data
Quantitative Forecasting
Queue
R 
Real-Time Data
Real-Time Management
Received Calls
Recorder
Relocation Services
Remote Agent
Response Analysis
Response Time
Restriction
Retention Rate
Round Robin
S 
Sales Force Automation
Scheduling
Screen Capture
Screen Monitoring
Selective Call Screening
Service Bureau
Service Level Agreement
Shared Screen
Silent Monitoring
SIRS
Site Selection Criteria
Skill-Based Routing
Smooth Call Arrival
Speech Recognition
Spike
Staff Attrition
Supervisor
Suspect
T 
Talk Time
Telecommunications
Teleconferencing
Telemarketing
Telephony
Teleworker
Time Zone Sequencing
Toll-Free Service
True Calls Per Hour
Trunk
U 
Unavailable Work State
Unified Messaging
Uniform Call Distributor (UCD)
Universal Agent
V 
Virtual Agents
Virtual Contact Center
Visible Queue
Voice Over IP
Voice Recognition
W 
Web Chat
Web Conferencing
Web Self Service
Wide Area Network (WAN)
Workforce Management Software
Workload

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Important Dates:

Top Ranking Performers in Las Vegas!
December 2 - 4 2008
Entry for the 2008 Top Outsourcer Awards Closes
December 15 2008
Entry for the Fall Members' Choice Awards Closes
December 15 2008








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The Global Support Organization For Contact Center Professionals & the place for information on:
Contact Center Software, Contact Management, CRM, Customer Interaction Management (CIM), Customer Measurement, Customer Satisfaction, Dialers, Do Not Call (DNC), e-Learning, E-mail, e-support, Headsets, Help Desk Software, Internet Telephony (IP), IVR, Knowledge Management (KM), Multimedia Contact Center, Offshore Outsourcing