Think of a gold collar worker as someone that has a job that requires specific qualifications, such as education and skills. A "gold collar worker" is not a person who works with jewelry made out …
Work from Home (“WFH”)
WFH refers to "work from home". WFH call centers were the exception rather than the rule prior to 2019. When COVID arrived, contact center professionals were forced to quickly move their call center …
eGain
eGain is an award-winning, customer-focused contact center solutions provider that helps contact professionals and call centers deliver exceptional customer service that results in a competitive edge. …
CRM
A CRM (or "customer relationship management") is a software application that holds the points of data on an organization's customers, sales, leads and past transactions. CRM's are often integrated …
Erlang
Erlang is a unit that is used in telephony to measure "load" (or the volume of calls or chats) on a system (such as a call center ACD). Erlang is also a programming language developed by the …
Call Quality Score
Call quality has a subjective component (how did the call quality seem to the agent or to the customer?) as well as an objective component (how well did the measured call attributes score?) The …