In this lecture, we discuss some of the common core components of a call center. I share a blog resource of how CTI integrates with Salesforce as well as a list of common call center acronyms.
Computer Telephone Integration (CTI) for Salesforce: How Does it Work? https://www.salesforce.com/blog/2016/07/computer-telephony-integration-cti-works.html
TalkDesk Call Center Acronyms (Updated) - https://www.talkdesk.com/blog/call-center-acronyms/
Getting Started with Service Cloud - Trailhead - https://trailhead.salesforce.com/modules/service_basics/units/service_basics_intro