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CallTower Solutions Center

Genesys - Glossary

Summary

A contact center glossary is a vital resource that defines key terms, acronyms, and metrics commonly used in customer service operations. It ensures that everyone—agents, supervisors, trainers, and leaders—shares a common understanding of language and processes, reducing confusion and miscommunication.

By providing clear, standardized definitions, a glossary helps:

  • Streamline training for new hires and support consistent performance.

  • Enhance communication across teams and departments.

  • Enhance reporting accuracy by aligning your understanding of metrics such as AHT, CSAT, or FCR.

  • Support quality and compliance, ensuring everyone interprets terms the same way.

In short, a contact center glossary builds clarity, consistency, and collaboration—key ingredients for efficient operations and exceptional customer experiences. Click the link below to view the Genesys complete glossary. 

 

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