https://cxcentral.com.au/glossary/advanced-mobile-location/ 2018-12-13T10:06:53+00:00 https://cxcentral.com.au/glossary/b2b/ 2018-12-13T10:06:54+00:00 https://cxcentral.com.au/glossary/b2c/ 2018-12-13T10:06:54+00:00 https://cxcentral.com.au/glossary/bloody-marketing/ 2018-12-13T10:06:54+00:00 https://cxcentral.com.au/glossary/ip-phone/ 2018-12-13T10:07:09+00:00 https://cxcentral.com.au/glossary/ip-technology/ 2018-12-13T10:07:09+00:00 https://cxcentral.com.au/glossary/itil/ 2018-12-13T10:07:09+00:00 https://cxcentral.com.au/glossary/job-description/ 2018-12-13T10:07:09+00:00 https://cxcentral.com.au/glossary/kra/ 2018-12-13T10:07:09+00:00 https://cxcentral.com.au/glossary/internet-of-things/ 2018-12-13T10:07:09+00:00 https://cxcentral.com.au/glossary/speech-recognition/ 2018-12-13T10:07:28+00:00 https://cxcentral.com.au/glossary/visual-engagement/ 2018-12-13T10:07:29+00:00 https://cxcentral.com.au/glossary/maximum-wait-time/ 2018-12-13T10:09:01+00:00 https://cxcentral.com.au/glossary/nbn/ 2018-12-13T10:16:59+00:00 https://cxcentral.com.au/glossary/off-phone-meetings/ 2018-12-13T10:21:06+00:00 https://cxcentral.com.au/wp-content/uploads/2017/12/offphone-meeting-meme.png https://cxcentral.com.au/glossary/omnichannel/ 2018-12-13T10:25:30+00:00 https://cxcentral.com.au/glossary/pabx/ 2018-12-13T10:27:07+00:00 https://cxcentral.com.au/glossary/pstn/ 2018-12-13T10:31:03+00:00 https://cxcentral.com.au/glossary/queue/ 2018-12-13T10:32:49+00:00 https://cxcentral.com.au/glossary/queue-position-announcements/ 2018-12-13T10:33:19+00:00 https://cxcentral.com.au/glossary/recorded-announcement/ 2018-12-13T10:34:36+00:00 https://cxcentral.com.au/glossary/recruitment-process-outsourcing/ 2018-12-13T10:35:04+00:00 https://cxcentral.com.au/glossary/scheduled-callback/ 2018-12-13T10:36:21+00:00 https://cxcentral.com.au/glossary/screen-capture/ 2018-12-13T10:36:49+00:00 https://cxcentral.com.au/glossary/screen-pop/ 2018-12-13T10:37:15+00:00 https://cxcentral.com.au/glossary/service-level-agreements/ 2018-12-13T10:38:09+00:00 https://cxcentral.com.au/glossary/short-calls/ 2018-12-13T10:52:55+00:00 https://cxcentral.com.au/glossary/shrinkage/ 2018-12-13T10:53:19+00:00 https://cxcentral.com.au/glossary/side-by-side-coaching/ 2018-12-13T10:59:48+00:00 https://cxcentral.com.au/glossary/sip/ 2018-12-13T11:00:24+00:00 https://cxcentral.com.au/glossary/trunks/ 2018-12-13T11:05:05+00:00 https://cxcentral.com.au/glossary/voip/ 2018-12-13T11:10:53+00:00 https://cxcentral.com.au/glossary/abandoned-calls/ 2018-12-15T02:50:57+00:00 https://cxcentral.com.au/glossary/ai/ 2018-12-15T03:20:31+00:00 https://cxcentral.com.au/glossary/balanced-scorecard/ 2018-12-15T22:47:19+00:00 https://cxcentral.com.au/glossary/occupancy/ 2018-12-16T10:23:03+00:00 https://cxcentral.com.au/glossary/call-recording/ 2018-12-16T10:27:56+00:00 https://cxcentral.com.au/glossary/redaction/ 2018-12-16T10:29:03+00:00 https://cxcentral.com.au/glossary/carers-leave/ 2018-12-16T10:52:25+00:00 https://cxcentral.com.au/glossary/cloud-computing/ 2018-12-16T11:04:53+00:00 https://cxcentral.com.au/glossary/corporate-social-responsibility/ 2018-12-16T11:51:56+00:00 https://cxcentral.com.au/glossary/csr/ 2018-12-16T11:54:10+00:00 https://cxcentral.com.au/glossary/supervised-learning-chatbot/ 2018-12-16T22:48:37+00:00 https://cxcentral.com.au/glossary/dnis/ 2018-12-17T05:02:58+00:00 https://cxcentral.com.au/glossary/digitisation/ 2018-12-17T05:17:44+00:00 https://cxcentral.com.au/glossary/isdn/ 2018-12-17T06:24:34+00:00 https://cxcentral.com.au/glossary/intelligent-callback/ 2018-12-17T11:52:51+00:00 https://cxcentral.com.au/glossary/intraday/ 2018-12-17T22:30:59+00:00 https://cxcentral.com.au/wp-content/uploads/2017/12/Average-Handling-Time-Interval-Report.png https://cxcentral.com.au/wp-content/uploads/2017/12/Example-of-intraday-statistics.png https://cxcentral.com.au/glossary/adherence/ 2018-12-18T08:49:51+00:00 https://cxcentral.com.au/glossary/business-process-automation/ 2018-12-18T10:42:07+00:00 https://cxcentral.com.au/glossary/multi-skilled-call-centre-agent/ 2019-01-15T11:51:06+00:00 https://cxcentral.com.au/glossary/penalty-hold/ 2019-01-25T01:16:49+00:00 https://cxcentral.com.au/wp-content/uploads/2017/12/Why-I-place-customers-on-hold-rsz.jpg https://cxcentral.com.au/glossary/after-call-work/ 2019-03-25T04:55:23+00:00 https://cxcentral.com.au/glossary/calling-line-identification/ 2019-09-29T10:13:05+00:00 https://cxcentral.com.au/glossary/quality-framework/ 2019-11-10T12:15:06+00:00 https://cxcentral.com.au/glossary/cloud-contact-centre/ 2019-11-18T23:08:47+00:00 https://cxcentral.com.au/glossary/key-performance-indicators/ 2019-11-25T00:23:11+00:00 https://cxcentral.com.au/glossary/sick-leave/ 2019-11-25T00:30:26+00:00 https://cxcentral.com.au/glossary/call-centre-nightmare-syndrome/ 2019-11-29T23:09:37+00:00 https://cxcentral.com.au/glossary/home-agent/ 2019-11-29T23:13:56+00:00 https://cxcentral.com.au/glossary/business-process-improvement/ 2019-11-30T04:42:19+00:00 https://cxcentral.com.au/glossary/natural-language-ivr/ 2019-12-01T22:38:09+00:00 https://cxcentral.com.au/glossary/iso-standards/ 2019-12-04T03:36:18+00:00 https://cxcentral.com.au/glossary/call-centre-consultants/ 2019-12-29T22:44:50+00:00 https://cxcentral.com.au/glossary/hosted-pbx/ 2019-12-30T00:19:36+00:00 https://cxcentral.com.au/glossary/employee-engagement/ 2019-12-30T00:55:59+00:00 https://cxcentral.com.au/glossary/call-wait-time-announcements/ 2019-12-30T23:52:47+00:00 https://cxcentral.com.au/glossary/nearshore/ 2019-12-31T00:49:19+00:00 https://cxcentral.com.au/glossary/csat/ 2019-12-31T03:42:16+00:00 https://cxcentral.com.au/glossary/customer-feedback-management/ 2019-12-31T03:43:18+00:00 https://cxcentral.com.au/glossary/call-routing/ 2019-12-31T04:13:25+00:00 https://cxcentral.com.au/glossary/one-on-one-meeting/ 2019-12-31T04:17:18+00:00 https://cxcentral.com.au/glossary/coaching/ 2019-12-31T04:24:07+00:00 https://cxcentral.com.au/glossary/cex/ 2019-12-31T04:25:33+00:00 https://cxcentral.com.au/wp-content/uploads/2018/10/call-centre-glossary-rsz.jpg https://cxcentral.com.au/glossary/employee-experience/ 2019-12-31T04:26:56+00:00 https://cxcentral.com.au/glossary/employee-retention/ 2019-12-31T04:32:10+00:00 https://cxcentral.com.au/glossary/double-jacking/ 2019-12-31T04:47:14+00:00 https://cxcentral.com.au/glossary/active-listening/ 2019-12-31T04:47:49+00:00 https://cxcentral.com.au/glossary/remote-listening/ 2019-12-31T05:04:16+00:00 https://cxcentral.com.au/glossary/voicemail/ 2019-12-31T08:30:58+00:00 https://cxcentral.com.au/glossary/wrap-time/ 2020-01-01T09:39:07+00:00 https://cxcentral.com.au/glossary/process-optimisation/ 2020-01-01T09:41:29+00:00 https://cxcentral.com.au/glossary/biffo/ 2020-01-01T10:52:15+00:00 https://cxcentral.com.au/glossary/employee-turnover/ 2020-02-12T00:56:41+00:00 https://cxcentral.com.au/wp-content/uploads/2018/12/How-to-calculate-employee-turnover.jpg https://cxcentral.com.au/glossary/smart-goals/ 2020-02-14T22:45:28+00:00 https://cxcentral.com.au/wp-content/uploads/2020/02/Smart-goals-definition.jpg https://cxcentral.com.au/glossary/iso-182945/ 2020-02-14T23:04:13+00:00 https://cxcentral.com.au/glossary/hold-messaging/ 2020-02-15T02:10:24+00:00 https://cxcentral.com.au/glossary/voice-of-the-customer/ 2020-02-24T01:22:56+00:00 https://cxcentral.com.au/wp-content/uploads/2017/12/Voice-of-the-Customer.jpg https://cxcentral.com.au/wp-content/uploads/2017/12/why-improve-customer-experience-Genesys.png https://cxcentral.com.au/wp-content/uploads/2017/12/SurveyMonkey-dropoff-response-rate-chart.png https://cxcentral.com.au/wp-content/uploads/2017/12/SurveyMonkey-response-time-table.png https://cxcentral.com.au/glossary/quality-assurance/ 2020-02-24T06:14:10+00:00 https://cxcentral.com.au/glossary/not-ready/ 2020-02-26T22:20:35+00:00 https://cxcentral.com.au/glossary/customer-retention/ 2020-03-09T22:15:45+00:00 https://cxcentral.com.au/glossary/blended/ 2020-03-13T08:04:35+00:00 https://cxcentral.com.au/glossary/customer-satisfaction/ 2020-03-22T22:51:04+00:00 https://cxcentral.com.au/glossary/front-office/ 2020-04-10T01:33:35+00:00 https://cxcentral.com.au/glossary/overflow-calls/ 2020-04-13T22:58:39+00:00 https://cxcentral.com.au/wp-content/uploads/2017/12/How-to-manage-overflow-calls.jpg https://cxcentral.com.au/glossary/mystery-shopping/ 2020-07-12T00:22:40+00:00 https://cxcentral.com.au/glossary/business-process-outsourcing/ 2020-08-16T13:29:28+00:00 https://cxcentral.com.au/glossary/offshore/ 2020-10-01T23:23:20+00:00 https://cxcentral.com.au/glossary/automatic-call-distributor/ 2020-10-10T06:17:27+00:00 https://cxcentral.com.au/glossary/service-level/ 2020-10-10T23:22:22+00:00 https://cxcentral.com.au/glossary/average-speed-of-answer/ 2020-10-13T22:30:29+00:00 https://cxcentral.com.au/glossary/call-centre-occupancy/ 2020-11-14T23:25:12+00:00 https://cxcentral.com.au/glossary/conformance/ 2021-01-31T22:34:33+00:00 https://cxcentral.com.au/wp-content/uploads/2018/12/Adherence-Example-1.png https://cxcentral.com.au/glossary/first-call-resolution/ 2021-04-29T00:23:03+00:00 https://cxcentral.com.au/glossary/hold-music/ 2021-05-07T01:30:21+00:00 https://cxcentral.com.au/glossary/copc/ 2021-06-11T01:59:17+00:00 https://cxcentral.com.au/glossary/abandonment-rate/ 2021-06-18T06:43:36+00:00 https://cxcentral.com.au/glossary/average-handling-time/ 2021-06-22T23:12:39+00:00 https://cxcentral.com.au/glossary/shell-be-right/ 2021-06-30T06:45:23+00:00 https://cxcentral.com.au/wp-content/uploads/2017/12/shell-be-right-mate-glossary-term.png https://cxcentral.com.au/glossary/call-tracking/ 2021-06-30T06:49:58+00:00 https://cxcentral.com.au/glossary/data-analytics/ 2021-06-30T06:54:04+00:00 https://cxcentral.com.au/glossary/penalty-rates/ 2021-07-15T02:00:22+00:00 https://cxcentral.com.au/glossary/leave-loading/ 2021-07-15T04:33:27+00:00 https://cxcentral.com.au/glossary/annual-leave/ 2021-07-15T04:44:19+00:00 https://cxcentral.com.au/glossary/calls-per-hour/ 2021-07-15T23:48:47+00:00 https://cxcentral.com.au/glossary/rdo/ 2021-07-23T01:33:24+00:00 https://cxcentral.com.au/glossary/knowledge-management-software/ 2021-07-23T04:16:47+00:00 https://cxcentral.com.au/glossary/grade-of-service/ 2021-07-27T06:38:11+00:00 https://cxcentral.com.au/wp-content/uploads/2017/12/GOS-Service-Levels-Definition.png https://cxcentral.com.au/glossary/call-centre-interval/ 2021-07-30T07:45:20+00:00 https://cxcentral.com.au/wp-content/uploads/2017/12/Average-Handling-Time-Interval-Report.png https://cxcentral.com.au/wp-content/uploads/2017/12/Example-of-intraday-statistics.png https://cxcentral.com.au/glossary/hold-time/ 2021-08-10T05:01:38+00:00 https://cxcentral.com.au/wp-content/uploads/2017/12/Why-I-place-customers-on-hold-rsz.jpg https://cxcentral.com.au/glossary/back-office/ 2021-08-10T05:14:47+00:00 https://cxcentral.com.au/glossary/wrap-codes/ 2021-08-18T10:27:10+00:00 https://cxcentral.com.au/glossary/auxiliary-codes/ 2021-08-18T10:28:28+00:00 https://cxcentral.com.au/glossary/customer-experience-management/ 2021-09-07T04:47:30+00:00 https://cxcentral.com.au/glossary/erlang/ 2021-09-29T01:21:54+00:00 https://cxcentral.com.au/glossary/superannuation/ 2021-10-16T06:37:37+00:00 https://cxcentral.com.au/glossary/leave-without-pay/ 2021-11-02T00:22:06+00:00 https://cxcentral.com.au/glossary/call-centre-award/ 2022-04-05T12:05:13+00:00 https://cxcentral.com.au/glossary/team-leader/ 2022-12-07T11:40:24+00:00 https://cxcentral.com.au/glossary/true-calls-per-hour/ 2023-07-10T11:07:02+00:00 https://cxcentral.com.au/glossary/cx/ 2023-08-23T03:03:47+00:00 https://cxcentral.com.au/wp-content/uploads/2020/03/What-does-Customer-Experience-mean-chart-scaled.jpg https://cxcentral.com.au/glossary/dialler/ 2023-12-16T04:52:57+00:00 https://cxcentral.com.au/glossary/automatic-callback/ 2023-12-16T04:56:24+00:00 https://cxcentral.com.au/glossary/big-data/ 2023-12-16T04:57:36+00:00 https://cxcentral.com.au/glossary/crm/ 2023-12-16T04:59:06+00:00 https://cxcentral.com.au/glossary/cti/ 2023-12-16T05:00:26+00:00 https://cxcentral.com.au/glossary/ivr/ 2023-12-16T05:02:31+00:00 https://cxcentral.com.au/glossary/multi-channel/ 2023-12-16T05:05:03+00:00 https://cxcentral.com.au/glossary/nps/ 2023-12-16T05:05:59+00:00 https://cxcentral.com.au/glossary/pci-dss/ 2023-12-16T05:07:06+00:00 https://cxcentral.com.au/glossary/post-call-survey/ 2023-12-16T05:10:16+00:00 https://cxcentral.com.au/glossary/predictive-dialler/ 2023-12-16T05:13:27+00:00 https://cxcentral.com.au/glossary/skills-based-routing/ 2023-12-16T05:15:28+00:00 https://cxcentral.com.au/glossary/speech-analytics/ 2023-12-16T05:19:15+00:00 https://cxcentral.com.au/glossary/talk-time/ 2023-12-16T05:21:51+00:00 https://cxcentral.com.au/glossary/customer-effort-score/ 2023-12-16T05:22:53+00:00 https://cxcentral.com.au/glossary/virtual-assistant/ 2023-12-16T05:24:44+00:00 https://cxcentral.com.au/glossary/virtual-queue/ 2023-12-16T05:26:50+00:00 https://cxcentral.com.au/glossary/voice-biometrics/ 2023-12-16T05:29:00+00:00 https://cxcentral.com.au/glossary/voice-analytics/ 2023-12-16T05:30:55+00:00 https://cxcentral.com.au/glossary/workforce-management/ 2023-12-16T05:34:05+00:00 https://cxcentral.com.au/wp-content/uploads/2017/12/Workforce-Optimisation-Example.png https://cxcentral.com.au/glossary/contact-centre-as-a-service/ 2023-12-16T05:35:57+00:00 https://cxcentral.com.au/glossary/chatbot/ 2023-12-16T05:38:22+00:00 https://cxcentral.com.au/glossary/employee-attrition/ 2023-12-16T05:39:26+00:00 https://cxcentral.com.au/glossary/business-continuity/ 2023-12-16T05:45:27+00:00 https://cxcentral.com.au/glossary/customer-analytics/ 2023-12-16T07:14:18+00:00 https://cxcentral.com.au/glossary/robotic-process-automation/ 2023-12-16T07:15:54+00:00 https://cxcentral.com.au/glossary/employee-pulse-checks/ 2023-12-16T07:35:23+00:00 https://cxcentral.com.au/glossary/bpo/ 2023-12-16T07:40:30+00:00 https://cxcentral.com.au/glossary/roi/ 2023-12-16T07:54:56+00:00 https://cxcentral.com.au/glossary/human-centred-design/ 2023-12-16T10:04:06+00:00 https://cxcentral.com.au/wp-content/uploads/2021/05/Human-centred-design-definition.jpg https://cxcentral.com.au/glossary/digital-people/ 2023-12-16T10:19:31+00:00 https://cxcentral.com.au/glossary/digital-customer-service/ 2023-12-16T10:23:29+00:00 https://cxcentral.com.au/glossary/web-voice-synchronisation/ 2023-12-16T10:52:27+00:00