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