Having worked in the call center industry for over 20 years I'm very comfortable with the terminology or vocabulary that is the industry standard. Many companies appreciate that you're familiar with the terminology. It definitely gives you an understanding of your job, memos and those important feedbacks.
Visit The Call Center School website for a list of call center vocabulary. For example, ACD means Automatic Call Distributer. Simply put, it's a specialized phone system that answers incoming calls, routes the call to an available agent or voice response. It also has call management abilities such as tracking call and agent performance.
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