One of the essential elements and tools within any successful contact center or call center is the contact center reports.   Before starting to discuss the importance of the reports with in the contact centers or call centers we need to know the definition of the word reports, “Reports are information dissemination documents often [...]

In the contact center industry we come across a lot of abbreviations and expressions that are used very often without having a clear definition about them. He You will find a list of these expressions with their definitions .  Automatic calls distribution ( ACD ) – A computerized phone system that responds to the caller [...]