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.