The “call center” of the past is no more. Though most people still use the term “call center,” today’s customer-service departments are “contact centers” powered by cloud-based software, with calls, emails, web chat and social media interactions occurring over the Internet.
And these days, agents can be based at home or anywhere a reliable, high-speed Internet connection can be found. Armed with a laptop, a headset and a login to a cloud contact center platform, agents can be part of a “virtual contact center,” handling communications 24-7, across all time zones and all parts of the globe.
This new era of customer contact has given rise to a whole new call center vocabulary, some of which we share in the infographic below. For more acronyms, phrases and terms from the call center and customer service industry, download the DATAMARK Call Center Glossary.
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