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

BPO, or Business Process Outsourcing, is the practice of entrusting specific business functions to e...

D

Digital Customer Experience

Digital customer experience mainly refers to customers' interaction with businesses or organisations...

E

Escalation Call

An escalation call in a call center is the process of forwarding a contact, to a supervisor or more ...

F

First Call Resolution

First call resolution or FCR measures the call center’s percentage of customer inquiries resolved on...

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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