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"Glossary of Customer Contact Center and Call Center Terms, Abbreviations and Vocabulary"
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Key Performance Indicator

KPI; the factors regulated by a management team evaluating the performance of an agent or a team of agents

Key Telephone System

An arrangement of telephone sets with complete circuitry and wiring allowing more than one telephone line to be ended on a single telephone instrument

Knowledge Management

Performance factors accounting towards organizing and improving knowledge regulated within a company

Knowledge, Skills and Attributes

KSA; the personality of an employee in regards to the educational background, capabilities and skills and attributes indicating potential of success in the agent
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