Glossary

Every modern contact center has goals… but how do you know if you’re hitting them? Why Contact Center KPIs Are More Critical Than Ever That’s where Key Performance Indicators – or KPIs – come in.

In today’s enterprise contact centers, transcripts aren’t just text – they are the foundation for insights and intelligence. Yet, raw transcripts without proper punctuation, formatting, and structure fall flat.

Escalation happens when a customer issue moves beyond frontline support. It’s not just about transferring a call – it’s about resolving tension before it becomes dissatisfaction.