Agent	A person in a contact centre who speaks with the customer via the telephone or online.
Contact Centre Management	The art of having the right number of people at the right times in their seats to answer an accurately forecasted number of calls at the required service level.
Campaign	Inbound and/or outbound marketing, sales or service activity that is tied to specific preset parameters
Coach	A person who provides expert guidance to agents to help them enhance their communications, sales and/or service skills
Complete Outbound	Any record that will not be dialed/attempted again
Cross Sell	A technique to increase revenue of an order
Database	A group of records containing specific types of information in the sale location (field)
Disposition Code	Numbers used to classify the outcome of a call
Forecasting	In workforce management software, the ability to forecast call volume, staffing requirements, and trunk requirements
Frontline	First point of contact with customer. See Agent
Handle Time	Talk time plus wrap-up time
Inbound Calls	Generally fall into 3 primary categories: Orders Information Problems Calls coming into a contact centre
Information Technology	(IT) The application of computer, communications and software technology to the management, processing and dissemination of information

For complete contact centre dictionary, click here

Agent	A person in a contact centre who speaks with the customer via the telephone or online.
Contact Centre Management	The art of having the right number of people at the right times in their seats to answer an accurately forecasted number of calls at the required service level.
Campaign	Inbound and/or outbound marketing, sales or service activity that is tied to specific preset parameters
Coach	A person who provides expert guidance to agents to help them enhance their communications, sales and/or service skills
Complete Outbound	Any record that will not be dialed/attempted again
Cross Sell	A technique to increase revenue of an order
Database	A group of records containing specific types of information in the sale location (field)
Disposition Code	Numbers used to classify the outcome of a call
Forecasting	In workforce management software, the ability to forecast call volume, staffing requirements, and trunk requirements
Frontline	First point of contact with customer. See Agent
Handle Time	Talk time plus wrap-up time
Inbound Calls	Generally fall into 3 primary categories: Orders Information Problems Calls coming into a contact centre
Information Technology	(IT) The application of computer, communications and software technology to the management, processing and dissemination of information

For complete contact centre dictionary, click here