Glossary Test

Glossary

Discover clear, easy-to-follow definitions of key terms from the world of
customer service and digital transformation, designed to boost your knowledge and support your career

0

A

Automatic Call Distributor

An Automatic Call Distributor or an ACD system is a call-routing feature that sorts incoming ca...

B

BPO

Business Process Outsourcing (BPO) is the practice of delegating specific business functions to exte...

D

Digital Customer Experience

Digital Customer Experience is the experience customers have when interacting with a business throug...

E

Escalation Call

A call escalation in call center jobs refers to the process of transferring a customer’s concern fro...

F

First Call Resolution

First contact resolution, or FCR is the percentage of support tickets that the customer service agen...

A B C D E F G H I J K L M
N O P Q R S T U V W X Y Z

A

  • Automatic Call Distributor

B

  • BPO

D

  • Digital Customer Experience

E

  • Escalation Call

F

  • First Call Resolution
Glossary Test

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