Measured by Google searches, “call center” still remains the average person’s preferred term to describe organizations that provide customer care — even though much of the interaction between customers and agents is occurring by email, webchat and through social media channels. Phone calls are just a part of it.

The customer care industry leans toward “contact center” to better express the array of communications, inbound and outbound, happening through multiple channels.

As the “call center” industry evolves, so does its language. Yesterday’s “Operators” are now “agents” or “CSRs.” Yesterday’s “touch-tone menu” is now “interactive voice response (IVR).”

To help you stay up to date on the lexicon of the modern customer-care organization, we’ve published a call center glossary, available for complimentary download.

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