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Terms in the Contact Center
Frequently used terms and abbreviations in the call center explained.
A
Ad hoc reporting
Automatic call distribution (ACD)
Average handling time (AHT)
Average speed of answer (ASA)
C
Call detail record (CDR)
Call recording
Call routing
Co-browsing
Computer telephony integration (CTI)
Customer churn
Customer satisfaction survey
D
Dialer
F
First contact resolution (FCR)
K
Key perfomance indicator (KPI)
L
Live consultation
Live support
Local loop
Lost call
N
Net promoter score (NPS)
P
Predictive dialing
S
Service hotline
V
Video chat
Voice-over-IP (VoIP)
Virtual private network (VPN)