Contact Centre Glossary

An overview of the vocabulary used in the call centre, contact centre, and customer service industries


This contact centre glossary explains the most common terminologies used in call centres. Furthermore, it defines metrics, as well as terms related to customer experience.


There is a comprehensive list of important terminology that every contact centre team needs to understand in order to communicate effectively. It is important to note that the definitions provided in each index provide clarity as to what a particular industry-specific term means.




Cloud Contact Centre – It can handle inbound and outbound customer interactions across multiple means of communication (such as voice, digital, and messaging) thanks to cloud-native software, instead of on-premise hardware.


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