New Terminology in the Call Center
Posted by Matt McConnell on Fri, Oct 28, 2011 @ 12:00 PM
The contact center landscape is changing. Today’s agents not only provide customer service, they cross-sell, up-sell, resolve complex issues, represent the brand – the list goes on.
And they don’t just use the phone to do their jobs – they respond to emails and virtual inquiries via social media channels. They’re in and out of different systems or applications to process orders, review their knowledge base, read emails or complete training courses. Many of these off-phone activities are normally classified as shrinkage and considered a necessary evil.
Along with new roles, environments and technology comes new terminology for discussing your contact center operations. Knowlagent recently compiled a list of term that can help familiarize call center professionals. Check out the Call Center Agent Productivity Glossary to review terms such as:
- Active Wait Time
- Activity Queue
- Shrinkage
- Avoidable Shrinkage
- Secondary Loss
In addition to learning this new terminology, find out how to put them into action by reading about functionality such as the Activity Queue at work!