Some of the latest industry jargon and acronyms

As a contact center professional, it’s important to stay up-to-date on the latest industry jargon and acronyms. Here’s a quick reference list of some common terms you may come across in your day-to-day operations:

• ACD (Automatic Call Distributor): a system that automatically routes incoming calls to the next available agent.
• IVR (Interactive Voice Response): a system that uses voice prompts and touch-tone input to interact with callers and route them to the appropriate destination.
• CRM (Customer Relationship Management): a system or strategy used to manage interactions with customers and clients.
• CMS (Contact Management System): a system used to manage and track interactions with customers and clients.
• WFM (Workforce Management): the process of forecasting, scheduling, and managing the performance of contact center agents.
• QA (Quality Assurance): the process of evaluating the quality of service provided by contact center agents and identifying areas for improvement.
• SLA (Service Level Agreement): a contract between a service provider and a customer that defines the level of service that will be provided.
• AHT (Average Handle Time): the average amount of time it takes for an agent to handle a customer interaction, including talk time and after-call work.
• CES (Customer Effort Score): a metric used to measure the effort required for customers to resolve their issue or complete a task.
• NPS (Net Promoter Score): a metric used to measure customer satisfaction and loyalty, based on the likelihood of a customer to recommend a company’s products or services to others.

Stay ahead of the curve and impress your colleagues with your knowledge of these essential contact center terms! #contactcenter #customerservice #CRM