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

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

Outbound calls are calls going out to customers. They are usually proactive calls made for sales, follow-ups, or reminders.

Digital customer experience mainly refers to customers' interaction with businesses or organisations using any digital medium.

Multi-channel support offers a variety of ways for customers to reach your business for assistance.

Live Chat is a real-time online communication tool that enables customers to interact with a Customer Service agent.

A help desk is the main or first point of contact for customers to raise their concerns.

BPO, or Business Process Outsourcing, is the practice of entrusting specific business functions to external specialists to improve efficiency and elevate customer experience.