The Call Center Dictionary: The Complete Guide to Call Center & Customer Support Technology Solutions
This book is your guide to the technology, techniques and trends in today's call centers.
TABLE OF CONTENTS The Call Center Dictionary: The Complete Guide to Call Center & Customer Support Technology Solutions
Chapter 4: C: Cable Type CVP
- CABLE TYPE
- A term used in STRUCTURED WIRING (the coordination of wiring plans within a call center). This refers to what kinds of wire (cable) you use, for example, coaxial, UTP, STP and fiber. Factors including cost, connectivity and bandwidth are important in determining cable type.
- CALENDAR ROUTING
- A method of directing calls according to the day of the week and time of day.
See also SOURCE/DESTINATION ROUTING.
See also SKILLS-BASED ROUTING.
See also END-OF-SHIFT ROUTING.
- CALIBRATE
- To standardize the scoring of the quality of customer interactions. The process of calibration is most useful in situations where supervisors are monitoring agents. Calibration involves a long process of hashing out the goals of calls and the expectations of agents and supervisors.The process starts with recording calls, then having a set of monitors discuss the calls and argue about their varied interpretations of how the call was handled. From there, you begin to set more accurate standards.
- CALIBRATION
- The process of standardizing call center quality.
See also CALIBRATE.
- CALL
- What is a call? Traditionally, we think of a call as a voice telephony connection between two parties, one the originator and one the receiver.Nowadays, particularly in call centers, we need to think of a much broader definition of the word "call." Interactions between company and customer can happen in so many ways, in fact, (all of them electronic) that it's hardly useful to think of the call center as merely a place where voice calls terminate.A call can be...
Copyright Keith Dawson and Madeline Bodin 2002 under license agreement with Books24x7
