Glossary
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, [...]
Read moreAverage handle time (AHT)
Average handle time (AHT) refers to the total amount of time every contact centre agent spends in conversation with each [...]
Read moreBack office
The back office refers to all business functions and departments within an organisation that unlike say sales or marketing, are [...]
Read moreBig data
Big data refers to new ways and approaches to dealing with, processing and gaining insights from data sets that are [...]
Read moreBusiness process outsourcing (BPO)
Business Process Outsourcing (BPO) is a business practice that involves contracting of the operations and responsibilities of a specific business [...]
Read moreCall centre
The call centre, which traditionally served as the physical hub for responding to telephone calls from customers requiring help, assistance [...]
Read moreChatbot
A chatbot is a software application that runs an automated task – usually over the internet. Therefore, in its most [...]
Read moreCommunity management
Community management is the practice of developing a brand's online community, managing the engagement and activity with its audience to [...]
Read moreCustomer effort score (CES)
A Customer Effort Score (CES) survey is used to gauge how easy or difficult it is for a customer to [...]
Read moreCustomer experience
Customer Experience, usually abbreviated to CX, is a customer’s perception of and feelings towards a brand as they navigate the [...]
Read moreCustomer journey
The customer journey is the path a person follows from being unaware of an organization to becoming first a customer [...]
Read moreCustomer journey mapping
Customer journey mapping is a way of seeing every interaction a customer has with your company and understanding if that [...]
Read moreCustomer lifecycle management
Customer lifecycle management is the act of measuring how effective your organization is at moving the customer from touch point [...]
Read moreCustomer relationship management platform
Customer Relationship Management or CRM is a tool that companies use to track customer data and interactions. A CRM platform [...]
Read moreCustomer satisfaction score (CSAT)
A Customer Satisfaction Score (CSAT) survey is the simplest way of gauging what your customers think about any interaction, across [...]
Read moreCustomer service agent
A customer service agent, or a customer service representative, is the individual who supports a brand's customers via phone, chat, [...]
Read moreDisruptor
If a company is considered a disruptor or as being disruptive, it has found an innovative way of doing business [...]
Read moreDragon
According to entrepreneur, analyst, public speaker and best-selling author Daniel Newman, a dragon is a company that, thanks to its [...]
Read moreFirst contact resolution
First call or first contact resolution (FCR) is a contact center’s ability to solve a customer’s problem at the first [...]
Read moreGDPR
The GDPR or General Data Protection Regulation is a legal framework that harmonizes the rules surrounding how European residents’ data [...]
Read moreInteractive voice response (IVR)
Working via telephone keypad inputs or a customer’s vocal commands, Interactive Voice Response (IVR) is a technology used in contact [...]
Read moreInternet of things (IoT)
The Internet of Things (IoT) is the network created by connecting potentially any electronic device, from motion sensors to coffee [...]
Read moreKey performance indicator (KPI)
A Key Performance Indicator (KPI) is a well-defined and quantifiable way of understanding how close an individual, a department or [...]
Read moreKnowledge base
A knowledge base is a self-service repository or library of information used to store retrievable information about a product, service [...]
Read moreLearning management system
A Learning Management System (LMS) is a digital platform built for delivering education or training in a scholastic or corporate [...]
Read moreMassive 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- [...]
Read moreMoment of truth
Generally speaking, a moment of truth is any interaction a customer has with a brand where that customer forms or [...]
Read moreNearshore outsourcing
To Nearshore is to outsource one or more of a client organisation’s activities, processes or services to another country, usually [...]
Read moreNet promoter score (NPS)
A Net Promoter Score (NPS) is a measure of how likely or unlikely a customer is to recommend your organisation. [...]
Read moreNPS survey
NPS surveys are used to generate NPS scores, the measure of how likely or unlikely customers are to recommend your [...]
Read moreOffshore outsourcing
In the world of Business Process Outsourcing (BPO) to offshore means to move one or more of a client organisation’s [...]
Read moreOmnichannel
Omnichannel means all channels of communication working together to provide a consistent, unified customer experience. It’s an approach to customer [...]
Read moreOnline community
An online community is a group of users who interact virtually to share knowledge, have discussions and communicate with others [...]
Read moreOnshore outsourcing
Onshore outsourcing is when an organisation moves one or more of its services or processes to another company whose premises [...]
Read morePCI Compliance
If you accept, process, store or transmit credit, debit or prepaid card information, you must be Payment Card Industry Data [...]
Read morePhygital retail
Phygital is the term coined to describe the emerging approach to retail that’s geared to meeting or surpassing customers’ expectations [...]
Read moreRobotic process automation (RPA)
RPA, or Robotic Process Automation is using a piece of trained software or ‘bot’ to perform a high-volume, repetitive digital [...]
Read moreSelf-service portal
A self-service portal is hosted on a website and is designed to enable customers to complete a number of tasks [...]
Read moreService level agreement
A key element of an outsourcing agreement, a Service Level Agreement (SLA) defines what is being undertaken and the required [...]
Read moreSpeech analytics
Speech analytics is turning calls made into a contact centre into actionable data which can provide a host of insights. [...]
Read moreStructured data
If data is structured, it is in a format that is simple to process, digest, search or analyze. Therefore, any [...]
Read moreTicketing system
A ticketing system is the most effective means of tracking a customer’s issue and ensuring it is properly resolved. When [...]
Read moreUnicorn
A unicorn is a startup company that through private investment alone is valued at over $1 billion. The woman who [...]
Read moreUnstructured data
If data isn’t in a predefined uniform format or entered in to set fields, it is considered unstructured data. Emails, [...]
Read moreVisual interactive voice response (Visual IVR)
Visual Interactive Voice Response (Visual IVR) is a technology used in contact centres that makes it easier to understand exactly [...]
Read moreVoicebot
A voicebot enables its user to interact with a device or a service simply by speaking. Powered by artificial intelligence [...]
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