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Glossary
Contact center terms,
defined by the
people who run them.
Definitions across BPO operations, Voice AI, quality, compliance, delivery, and industry-specific concepts. Each term links to related concepts and, where relevant, to the page where we apply it in production.
6
categories
Last updated
May 2026
Most-visited
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The glossary expands as the practice expands. If a term is missing, an operator-authored definition is two emails away. We also publish longer analysis on many of these concepts on the Etech blog.