ACD coaching

See "Silent monitoring".

Agents

Employees in a customer care centre are usually referred to as agents. The title is often prefixed by the words service, call centre or medical, etc.

Benchmarks

Benchmark means 'point of reference' or 'standard'. "Learning from the best" is the motto of benchmarking, a comparative analysis that uses the best value obtai... more

Correspondence analysis

Correspondence analysis is a quick and inexpensive tool for measuring the quality of a company's written communications. In this process, randomly selected cust... more