The automatic call distributor (ACD) can display real-time statistics to convey the current state of a Brand Specialist. Non-ACD in CallsInbound calls that are directed to a Brand Specialistâs extension, rather than to a general group. It is important to measure versus calls where immediate customer hang-ups do not reflect an adequate opportunity for performance. Call Review AssessmentAn assessment of a Brand Specialistâs call-handling proficiency, usually scored and conducted by a member of a call center quality assurance team. Workforce Management (WFM)A contact center discipline that uses historical information, future forecasts, contact channel volumes, interaction durations and schedules to determine an optimal staffing for a given time period. It is a broad term that takes into account people, processes and technology related to the acquisition and retention of customers, and the maximization of the value of each customer relationship. ShrinkageThe paid time that staff is not available to take calls, expressed as a percentage.  Also known as medical call center or healthcare contact centers. Note that in the latter case, blocked calls or busies may not be counted. Followers see their friendsâ photos on their feeds and vice versa. What does global mean? Users acquire followers, respond to Tweets and can Hashtag or include followers in their posts. In the context of a contact center, TSF can be used to ascertain whether goals are being met. See overflow and intraflow. With real-time data there is no delay in the timeliness of the information provided. In statistical terms, the variance-to-mean ratio of peaked traffic is greater than one. Available TimeStatus in which a Brand Specialist is able to take calls. Call GuideA tool (or template) that outlines the natural flow of the call, providing Brand Specialists with questions to ask and product information to assist them with call control. When calls are distributed to the group they become the next available agent. Longest Delay in Queue (LDQ)The longest time a caller waits in queue before they are connected and speak with a Brand Specialist. See more. Some examples of metrics include average handle time and schedule adherence. May be speaker-dependent or independent. E-commerceElectronic Commerce. Electronic trade conducted over cell phones, tablets or other devices. JavaA programming language developed by Sun Microsystems. Webchat (Chat)A technology that allows users to communicate in real time by way of web interfaces. Pharmaceutical call centers, which should be compliant with healthcare regulations including HIPAA, deploy technological solutions and operational processes to distribute contacts to teams of Brand Specialists, often located in one or more locations. Re-engineeringChanging processes dramatically in an attempt to increase the efficacy and efficiency of a service. Call MeteringLimiting the number of incoming callers that can get through the switch at one time. Voice Over Internet Protocol (VoIP)A system that is able to transmit telephone data to the internet, thus making the internet a source of communication in the same way that a telephone is. OnboardingThe process of bringing a new employee, client or customer into the folds of a company, by showing them the ropes of their job, the culture of the company or the way a company works in partnership with its clients. The cross sell matrix functions as a tool to boost cart size and average order value. The term service level also commonly refers to the specific metric measuring the percentage of calls answered within a predetermined time threshold. CTT offers an immediate real time voice connection with a Brand Specialist. Outsourced Call CenterOutsourced call center refers to the business strategy of partnering with an external company to manage customer contacts. Can be used to document a plan for a clientâs process or review past business transactions. Judgmental ForecastingBased more on attitudinal than statistical factors, judgmental forecasting encompasses opinions and beliefs as a basis for predicting what will occur. Average Handle Time (AHT)A key performance indicator, AHT measures the average length of an interaction, including hold time, talk time and after-call work. See percent allocation and network inter-flow. He or she answers any inquiries, dissatisfaction or support calls. The number of sales made divided by the number of calls taken. Internet PhoneRather than using the long-distance network, online users can make calls via the internet. Results slows picked it up long-distance calls are routed to in a call, or rate... On their feeds and vice versa computers and computer system to record the elements of each customer,. Complex routing lookups resources to field inbound and/or outbound contacts that are received taken... 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