Contact Center Jargons PDF

CONTACT CENTER JARGONS COMPUTER PRESENTATION By: Aleia Gleizhyl M. Jose Lance D. Valencerina what is contact center? A contact center is a department that manages customer interactions across multiple channels, such as social media, email, voic...

CONTACT CENTER JARGONS COMPUTER PRESENTATION By: Aleia Gleizhyl M. Jose Lance D. Valencerina what is contact center? A contact center is a department that manages customer interactions across multiple channels, such as social media, email, voice, and online chats. The term may also refer to the software that the team uses to handle those interactions.  top 5 1. voice calling 2. sh ort me ssa ge service s examples 3. ominichannel customer service of contact 4. technical support & helpdesk services center 5. virtual assistant and self-services solution services  BIO-BREAK e v e n t s s o p a r t i ci p a n t s ca n 1 u 9 s 9 e 0 t s. h e e e t i n g o r o t h e m i d - r e a k in a m t e s b ac k t m ," h o r t b h a t d a a t h r o o It is a s r e ak is a w o r dt f o r u s i n g t h e b o o m.B io b s a “ s l a n g i t 's s t i l l res t r t ha t it w a s e t t i n g s , e d in 19 9 4 e b u sin e s s i t s r e p o r t on i n s om up t i c k i n Wired e c o m e c o m m e n a g r a d u a l e it 's b eh a v e s e and whil n e r al u s e r s. W a m o n g g e t y e a r s. emerging e n use in rec  HOD A AHOD stands for All Hands on Deck, and refers to the situation that exists when a contact centre gets super-busy, customer wait times go up and service levels start to drop. This is often as a result of external activity, such as a marketing campaign, system outage or the weather.  X a U t im e t he A ra c k u s e d to t b y th e e s ) a re d e liv e red a so n Cod p t c a lls ) w h ich d e s , R e ot a c ce e s ( L O B a r y Co e n to n s s c od m o st A ux il i y ch o s u si n e d.F or (o r a te l e o f B c a lle X C o des s d e liber ith Lin er h a s s t l o g in AU g en t ha n fu s e dw e c u s tom e d to f ir c en tr ea o t b e co t w h y th e r e q u ir d c a lls call ould n a b o u h ey a r a ts e n e sh a t io n od e s t re th C D. T hes e in fo r m A U X C e S o ft w a y. A a pt u r o u s e e n tr r a te g s ed toc b e a b le t on ta ct C u tin g st are u e n t s , to to r o rC C a ll Ro tr e ag is t rib u ef ine d e n Cal l D e d call c om a t ic a s p e r th e A u t e n sio ns to th n t ’s e xt to age  loor f ic al sp a c e i ss io n -crit iz a ti o n ’s m e x is ts t he o r g a n h e c e n te r l ce n ter is r w h ic h t f a n y c a l u r p o s e fo e a g en ts h e floo r o th e v e r y p oo r, w h e r T to s e rv e ’s m a in fl u l en tir e ly ll c en te r h o u g h tf intended. A s s u c h , y ou r c a o b e b ou n d b y a t lin g ca ll s y , ou g h t t –h a n d e r ns d a il m e r c on c f r u le s. s to se t o take on cu and he lp f u l  h u ddl e Huddles play a crucial role in internal communications by providing a regular, structured opportunity for team members to communicate face-to-face. They facilitate real-time information sharing, immediate feedback, and quick decision-making, making them an effective tool  long call If your contact center is most busy during 08:00 – 14:00, you can schedule “long calls” to after 14:00, at the customers’ request. This approach makes it easier to have adequate resources available during peak hours to respond effectively to the more straightforward issues at hand  sup c a ll A supervisor escalation, sometimes referred to as a call escalation or callcenter escalation, is when a caller requests to speak to a supervisor for resolution. Supervisor escalation is measured through supervisor escalation rate, which is the percentage of total calls that are transferred to a supervisor. thank you :p RAM m em or y This pa rt is calle d the sp ea ker s This pa rt is calle d the m o t h er boa r d This pa rt is calle d the Fan Thanks for playing! How well did you do?