Pick the Brain just posted a terrific article about dealing with call centers. It’s written by Peter. There are several great tips in this article, but here’s my favorite:
2. Even if You Are Angry, Stay Calm
If you have a problem with a company, it is very unlikely that the person you are speaking [...]

Is this list of call center definitions and acronyms complete? If not, send us a note with your suggestions!
Call Center Acronyms
ACD - Automatic Call Distribution
ACW - After call work - Sometimes called “wrap” or “wrapup”
AHT - Average Handle Time
APA - Agent Performance Analytics
AS - Automated Surveys
ASA - Average Speed of Answer
BTTC - Best Time [...]