A Beginner’s Guide to Contact Center Terminology

Learning contact center terminology is like learning a new language: there are a lot of basic terms you need to master to carry out a conversation. That can be pretty tough to do if you’re mixing up your KPIs and APIs, but luckily, OneReach has got your back. Here are definitions to some of the most common terms in the industry.

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Measure Like Galileo: 5 Steps to Effective Contact Center Metrics

The scientist Galileo is credited with saying, “Measure what is measurable, and make measurable what is not so.”

Many contact centers are great at this, or at least the first part of this. They love to measure, measure, measure. And yes, metrics have been created for pretty much everything, from average handle time to transfer rate to cost per call to abandon rate.

But how do you know if you’re wasting time measuring the wrong thing? Or if you’re missing something you hadn’t thought to quantify? To paraphrase Galileo, are you able to measure what is not currently being measured?

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