Glossary Archive - Sitel Group UK

Artificial intelligence (AI)

Artificial intelligence (AI) is the simulation of human cognition, like visual perception, speech and face recognition, translating, decision-making and problem-solving, [...]

Average handle time (AHT)

Average handle time (AHT) refers to the total amount of time every contact centre agent spends in conversation with each [...]

Back office

The back office refers to all business functions and departments within an organisation that unlike say sales or marketing, are [...]

Big data

Big data refers to new ways and approaches to dealing with, processing and gaining insights from data sets that are [...]

Business process outsourcing (BPO)

Business Process Outsourcing (BPO) is a business practice that involves contracting of the operations and responsibilities of a specific business [...]

Call centre

The call centre, which traditionally served as the physical hub for responding to telephone calls from customers requiring help, assistance [...]

Chatbot

A chatbot is a software application that runs an automated task – usually over the internet. Therefore, in its most [...]

Community management

Community management is the practice of developing a brand's online community, managing the engagement and activity with its audience to [...]

Customer effort score (CES)

A Customer Effort Score (CES) survey is used to gauge how easy or difficult it is for a customer to [...]

Customer experience

Customer Experience, usually abbreviated to CX, is a customer’s perception of and feelings towards a brand as they navigate the [...]

Customer journey

The customer journey is the path a person follows from being unaware of an organization to becoming first a customer [...]

Customer journey mapping

Customer journey mapping is a way of seeing every interaction a customer has with your company and understanding if that [...]

Customer lifecycle management

Customer lifecycle management is the act of measuring how effective your organization is at moving the customer from touch point [...]

Customer relationship management platform

Customer Relationship Management or CRM is a tool that companies use to track customer data and interactions. A CRM platform [...]

Customer satisfaction score (CSAT)

A Customer Satisfaction Score (CSAT) survey is the simplest way of gauging what your customers think about any interaction, across [...]

Customer service agent

A customer service agent, or a customer service representative, is the individual who supports a brand's customers via phone, chat, [...]

Disruptor

If a company is considered a disruptor or as being disruptive, it has found an innovative way of doing business [...]

Dragon

According to entrepreneur, analyst, public speaker and best-selling author Daniel Newman, a dragon is a company that, thanks to its [...]

First contact resolution

First call or first contact resolution (FCR) is a contact center’s ability to solve a customer’s problem at the first [...]

GDPR

The GDPR or General Data Protection Regulation is a legal framework that harmonizes the rules surrounding how European residents’ data [...]

Interactive voice response (IVR)

Working via telephone keypad inputs or a customer’s vocal commands, Interactive Voice Response (IVR) is a technology used in contact [...]

Internet of things (IoT)

The Internet of Things (IoT) is the network created by connecting potentially any electronic device, from motion sensors to coffee [...]

Key performance indicator (KPI)

A Key Performance Indicator (KPI) is a well-defined and quantifiable way of understanding how close an individual, a department or [...]

Knowledge base

A knowledge base is a self-service repository or library of information used to store retrievable information about a product, service [...]

Learning management system

A Learning Management System (LMS) is a digital platform built for delivering education or training in a scholastic or corporate [...]

Massive open online course (MOOC)

A Massive Open Online Course (MOOC) is a web-based education or training portal. As well as being simple to access- [...]

Moment of truth

Generally speaking, a moment of truth is any interaction a customer has with a brand where that customer forms or [...]

Nearshore outsourcing

To Nearshore is to outsource one or more of a client organisation’s activities, processes or services to another country, usually [...]

Net promoter score (NPS)

A Net Promoter Score (NPS) is a measure of how likely or unlikely a customer is to recommend your organisation. [...]

NPS survey

NPS surveys are used to generate NPS scores, the measure of how likely or unlikely customers are to recommend your [...]

Offshore outsourcing

In the world of Business Process Outsourcing (BPO) to offshore means to move one or more of a client organisation’s [...]

Omnichannel

Omnichannel means all channels of communication working together to provide a consistent, unified customer experience. It’s an approach to customer [...]