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Call Center, Contact Center, and Customer Experience Vocabulary Defined
The contact center glossary defines the most common vocabulary, measurements, metrics, and phrases related to call center software and the field of customer experience.
It’s a comprehensive list of all the need-to-know terminology every contact center team can use to effectively communicate.
A
Account Contact Management – The process of gathering and managing customer account details for service or sales purposes.
Advanced Call Center Technologies – Modern tools like AI and omnichannel platforms that enhance communication and customer service efficiency.
Agent – A customer service representative who handles inbound/outbound communications, resolves issues, and supports customers.
Agent Assist AI – AI-powered tools providing real-time assistance to agents during customer interactions, improving response times.
Agent Desktop – Software used by agents to access tools, information, and manage customer interactions efficiently.
Agent Occupancy – The percentage of an agent’s work time spent actively handling interactions compared to idle time.
Agent Reports – Performance statistics for agents, detailing metrics like call handling times, availability, and productivity.
Agent Utilization – A metric measuring how much of an agent’s logged-in time is spent handling customer interactions.
AHT (Average Handle Time) – The average duration taken to complete a customer interaction, from start to finish.
AI Agent Assist Tools – AI tools providing agents with real-time information and guidance during customer conversations.
AI Automation – The use of AI technology to automatically perform tasks traditionally done by human agents.
AI Call Center – A call center using AI to improve operations, automate tasks, and enhance customer interactions.
AI Chat – AI systems designed to simulate and manage real-time conversations with customers through chat platforms.
AI Chatbot – An AI-powered chatbot that provides automated customer service via text-based interactions on digital platforms.
AI Cloud Contact Centers – Cloud-based contact centers using AI to manage customer interactions across multiple communication channels.
AI Contact Center – A customer service center using AI to automate interactions and enhance agent productivity.
AI Customer Experience (CX) – The use of AI technology to personalize and improve customer interactions and satisfaction.
AI Customer Service – AI-powered tools used to automate and improve customer service operations, providing faster resolutions.
AI Routing – AI technology that automatically directs customer inquiries to the most suitable agent or department.
AI Self-Service – AI systems enabling customers to resolve issues or answer questions without human intervention.
AI Voice Assistants for CX – AI-powered voice systems that assist customers with tasks and inquiries using natural language processing.
AI-driven Personalization – AI technology tailoring customer experiences based on individual preferences, behaviors, and interactions.
AI-powered Agent Assistance – AI-driven tools that assist customer service agents with real-time information during interactions.
Analog – A method of converting audio signals into electronic pulses for transmission in telecommunication systems.
Artificial Intelligence (AI) – Technology simulating human intelligence, capable of learning, problem-solving, and adapting in real-time.
Auto Dialer – Technology automating outbound calls, improving agent productivity and efficiency in contact centers.
Automated Outbound Calling – A system that automates outbound calls, increasing efficiency for agents and call centers.
Automatic Call Distribution (ACD) – A system routing incoming calls to the most appropriate agent or department.
Automatic Callback – A feature allowing customers to request a callback when agents are busy or unavailable.
Automatic Number Identification (ANI) – Caller ID technology transmitting a caller’s phone number for quicker identification.
Automatic Speech Recognition (ASR) – Technology that recognizes and processes spoken language to respond to voice commands.
Automation – Technology performing tasks traditionally done by humans, improving efficiency and accuracy in business processes.
Avatars – Digital representations of agents used in customer service platforms to personalize and enhance the user experience.
Average Hold Time (AHLDT) – The average time customers spend on hold during interactions with a contact center.
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B
Back Office Optimization – Enhancing back-office functions to boost efficiency, ensuring smooth alignment with front-office services for a better customer and agent experience.
Blended Agent – A versatile contact center agent managing inbound and outbound customer interactions across voice, web, and digital channels, ensuring seamless communication.
Bot – Software designed to automate tasks typically handled by humans, enhancing efficiency and freeing up time for more complex interactions.
Bulk SMS Sender – An application enabling businesses to send mass text messages to customers quickly, making communication efficient and effective.
Bulk Text Messaging – A marketing tactic that involves crafting and sending a single message to a vast audience, boosting outreach and engagement.
Business Process Outsourcing (BPO) – The practice of outsourcing non-core functions like customer service or IT support to specialized third-party providers, optimizing operational efficiency.
Business-to-Business (B2B) – Transactions that occur between businesses, facilitating trade and commerce within various industries.
Business-to-Consumer (B2C) – Marketplace interactions between businesses and end consumers, driving sales and building brand loyalty.
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Call Barging – An ACD function that facilitates the switch to a three-way conference, allowing a contact center manager to join an existing call or digital interaction to assist the agent and improve the customer experience.
Call Center (Hosted Inbound Call Center, Outbound Call Center) – A physical or virtual department where a large volume of inbound and/or outbound calls is handled on behalf of an organizational division (e.g., Customer Service, Sales, Support).
Call Center Agent Scorecard – A tool for measuring and monitoring quality assurance (QA) and performance metrics for individual agents.
Call Center Agent Software – Technology, often called the agent desktop or agent workspace, that integrates system capabilities, applications, and processes for call center agents.
Call Center Agent Utilization – The ratio of an agent’s productivity to their capacity.
Call Center AI – Call Center AI refers to artificial intelligence technologies that enhance the efficiency and operations of call centers, including automated customer service.
Call Center Coaching – A quality management activity providing contact center agents with feedback, examples, performance assessments, and best-practice activities to improve the skillset needed for their role.
Call Center CRM (Call Center Customer Relationship Management) – Technology that provides call center employees with access to customer data and interaction information to personalize the customer experience.
Call Center Data – Any type of data stored in a call center or contact center, including customer account details, agent performance records, and other information.
Call Center Management – The policies, procedures, and tools used to manage operations, employees, and interactions within a call center.
Call Center Reporting – The tracking and presentation of key performance indicators (KPIs) and selected metrics regarding call center activities and individual call center agent performance.
Call Center Service Level – Call center efficiency in handling incoming calls, represented as a percentage of calls answered within a specified target timeframe. It is a key performance indicator for service level adherence and workforce management.
Call Center Software – A collection of applications that support customer service operations.
Call Center Solution – A comprehensive software or service that empowers businesses to efficiently manage customer interactions through a centralized system.
Call Center Workforce Planning – The process of forecasting staffing needs based on anticipated volume or other business drivers, ensuring everything is in place to hire, train, schedule, and manage the required agent team. See Contact Center Workforce Management (WFM).
Call Detail Report (CDR) – A comprehensive report on every contact managed by a platform.
Call Distribution – The dispersion of a volume of calls by an ACD during a given time period.
Call Flow – The conversational flow of a contact center agent’s script or how a call is routed within a call distribution system.
Call Recorder – Contact center technology that records customer phone calls and may also capture concurrent agent desktop activity.
Call Recording – The act of recording a telephone call or other audio source through an automated system in compliance with rules and regulations. Calls can then be monitored for quality management, agent performance evaluation, and workforce management.
Call Recording for Business – The practice of recording and storing phone conversations within a business context.
Call Time – The length of time a caller is on an individual call with an agent, typically including talk time and agent-initiated hold time, but not post-call wrap-up time.
Call Volume – The number of calls or contacts made or received during a given time period.
Caller – The calling party, or customer, with whom your contact center system or agent interacts.
Capacity Planning – The process of determining how to deploy workforce resources effectively to support customer demand, currently and up to five years into the future. This includes assigning employees based on skills, capabilities, and preferences.
CCaaS (Contact Center as a Service) – A complete, unified, cloud-native contact center platform offered on a subscription basis.
CCaaS Solutions – Cloud-based solutions designed to help businesses manage customer interactions more efficiently.
Central Office – A site housing major telecommunication devices and network access facilities for storage and operation.
Channels – Various voice and digital communication mediums facilitating customer interactions in a contact center.
Chat – A digital messaging application integrated into an organization’s contact center platform, launched from the organization’s website or the customer’s mobile device, allowing quick and easy communication and service.
Citizen Customer Experience – Interactions and experiences the public has when engaging with government agencies and services, including all touchpoints such as online portals, call centers, and in-person services.
Client Resource Management (CRM) – Strategies, practices, and technologies that organizations employ to manage, analyze, and improve interactions with current and potential customers, providing value to both the customer and the company.
Closed-loop Action – A voice of the customer (VOC) term referring to the act of following up with customers who have provided extremely positive or negative feedback.
Closed-loop Feedback – The process of acting on direct or indirect customer input collected from sources such as surveys, contact center interactions, and social media comments.
Closed-loop Survey – A tool within a closed-loop feedback process for proactively collecting customer input.
Cloud Call Center – A call center where technology used for activities is hosted in the cloud and supported by a third-party vendor.
Cloud Call Center Software – A dynamic solution enabling businesses to manage customer interactions with greater efficiency and effectiveness.
Cloud Call Center Solution – A virtual platform allowing businesses to manage customer service operations efficiently.
Cloud Contact Center – A contact center in which technology for activities, including voice and digital interactions, is hosted in the cloud and supported by a third-party vendor.
Cloud Contact Center Platform – A complete, unified, cloud-native system supporting multichannel or omni channel communication between customers and agents (or self-service systems) to optimize customer and agent experiences.
Cloud Contact Center Software – An advanced solution enabling businesses to handle customer interactions with greater efficiency.
Cloud CX – An innovative technology that transforms customer interactions and boosts business efficiency.
Cloud-based Contact Center Platforms – Software solutions hosted in the cloud enabling businesses to manage customer interactions across various channels such as phone, email, chat, and social media.
Co-browse – A solution enabling an agent and customer to navigate the same webpage simultaneously during a voice or digital interaction.
Compliance – Abiding by or conforming to rules, regulations, or laws. It can also refer to agent adherence to their schedules.
Computer Telephony Integration (CTI) – The integration of a phone system and a computer system, with monitoring and control run from an on-premises server or made available through the cloud.
Contact Center – A physical or virtual department for handling inbound and/or outbound communications between customers and agents (or self-service systems) across multiple voice and digital channels.
Contact Center Abandon – An inbound contact that cuts off communication while waiting to be connected or transferred, or in outbound contacts, when the predictive dialer ends communication because the system or agent was unable to connect.
Contact Center Administrator – The individual overseeing the day-to-day operations of a contact center.
Contact Center Agent Coaching – A quality management activity where agents receive feedback, examples, and activities to improve or expand their skillset.
Contact Center Agent Experience – The satisfaction level of a contact center agent resulting from customer interactions, workforce engagement, work tools, supervisors, schedule flexibility, and operational efficiency. It can be improved through coaching, gamification, training, technology, real-time support, AI solutions, and workforce optimization.
Contact Center Agent Self-Evaluations – A quality management activity, also known as a self-assessment, where agents evaluate and score their own interactions using the same criteria that a manager or evaluator would use.
Contact Center Agent Workspace – A digital platform integrating multiple communication channels and support tools into a single interface, enabling agents to provide seamless and efficient customer service.
Contact Center Analytics – Tools that analyze data points, make correlations, reveal insights, and report on trends to improve operations.
Contact Center Architecture – An integrated framework of software and hardware components managing customer service and support operations.
Contact Center Automation – Leveraging technology and software to streamline and enhance the operations of a contact center.
Contact Center Business Optimization – Improving efficiency, productivity, and performance to ensure the success of a contact center.
Contact Center Campaigns – Campaigns promoting products and services through various channels like email, voice, SMS, and web platforms.
Contact Center Cloud Migration – The process of moving a contact center’s operations, infrastructure, and data from on-premise systems to a cloud-based platform.
Contact Center CRM (Contact Center Customer Relationship Management) – Technology providing contact center employees access to customer data and interaction information to personalize the customer experience.
Contact Center Customer Service Representative – A frontline employee who interacts with customers to address questions, concerns, and complaints using various channels.
Contact Center for Government – A centralized customer service operation for government agencies handling inquiries and requests from citizens via phone, email, chat, and social media.
Contact Center ISO – ISO stands for International Organization for Standardization in the context of the contact center.
Contact Center IVR – Interactive Voice Response (IVR) is a technology that allows customers to interact with an automated system to obtain information or perform tasks.
Contact Center Knowledge Management – A system for capturing, sharing, and utilizing knowledge within a contact center, enhancing agent performance and customer satisfaction.
Contact Center Management – The coordination of resources and activities within a contact center to optimize efficiency and customer service quality.
Contact Center Metrics – Key performance indicators used to assess the effectiveness and efficiency of a contact center’s operations.
Contact Center Monitoring – The process of evaluating the performance and interactions of agents to ensure adherence to quality standards and procedures.
Contact Center Performance Metrics – Data points collected and analyzed to evaluate the effectiveness and efficiency of a contact center’s operations.
Contact Center Quality Management (QM) – A systematic approach to monitoring and improving the quality of customer interactions and agent performance.
Contact Center Self-Service – Technology that allows customers to resolve issues or obtain information without direct agent assistance, typically through FAQs, IVR systems, or web portals.
Contact Center Software – A comprehensive set of tools enabling a contact center to manage customer interactions and support.
Contact Center Strategy – A detailed plan outlining the vision, goals, and actions necessary to effectively run a contact center and meet business objectives.
Contact Center Technology – Tools and systems that facilitate communication between customers and agents, including hardware, software, and applications.
Contact Center Training – The process of educating and developing agents’ skills to improve performance and customer service quality.
Contact Center Workforce Management (WFM) – A system for managing employee performance, scheduling, forecasting, and workload planning to optimize contact center operations.
Contact Center Workforce Optimization (WFO) – A holistic approach combining technology, processes, and employee engagement to improve the performance of contact center agents.
Contact Center Workflow – The automated sequence of processes involved in managing customer interactions within a contact center.
Contact Center Solutions – Comprehensive packages of technology, services, and processes designed to meet the unique needs of contact centers.
Contact Center Software Solutions – Software applications that streamline contact center operations and enhance customer service.
Contact Center Technology Provider – A company that provides contact center technologies, including hardware, software, and cloud solutions.
Content Delivery Network (CDN) – A network of servers distributed globally to deliver web content more efficiently and effectively, improving speed and performance.
Customer Experience – The overall impression and experience a customer has when interacting with a company across various channels and touchpoints.
Customer Journey – The complete process a customer experiences from awareness to purchase, support, and loyalty.
Customer Relationship Management (CRM) – Systems and practices used by organizations to manage customer interactions, providing a unified view of customer data.
Customer Satisfaction (CSAT) – A measure of how products and services meet or exceed customer expectations, often assessed through surveys.
Customer Service – Assistance and support provided by an organization to its customers before, during, and after a purchase.
Customer Service Automation – The use of technology to streamline customer service processes, reducing the need for human intervention.
Customer Service Representative (CSR) – An employee responsible for managing customer inquiries, issues, and support requests.
Customer Support – Services offered to assist customers with product-related questions, issues, or needs.
Customer Surveys – Tools used to gather feedback from customers regarding their experiences with a product, service, or company.
Customer Touchpoints – Any interaction or communication between a customer and a company throughout the customer journey.
Customer Interaction Analytics – Software that reviews and assesses voice recordings and digital channel transcripts to evaluate customer interactions.
Customer Journey – Also known as the customer experience journey, this term refers to the complete end-to-end series of customer interactions, touchpoints, and channels a customer encounters while engaging with a company or brand.
Customer Journey Analytics – An invaluable tool that enables businesses to gain deep insights into their customers’ behaviors and preferences throughout their entire journey.
Customer Journey-Based Design – Voice of the Customer (VOC) solutions aligned with the customer journey that provide insights about the various paths customers can take while interacting with a business.
Customer Journey Management – Strategies and software that ensure seamless and consistently exceptional omnichannel customer experiences across the entire customer journey.
Customer Journey Map – A visual diagram that illustrates all touchpoints within a customer journey. It can be used in real-time by agents to enhance the customer experience or analyzed to identify trends that improve overall customer satisfaction.
Customer Journey Mapping in Insurance – A visual representation outlining the various stages a customer experiences when interacting with an insurance company. This includes interactions during research, policy selection, purchase, claims processing, renewals, and other relevant touchpoints. These maps help companies understand customer experiences, identify pain points, and develop strategies to enhance customer satisfaction.
Customer Journey Optimization – The process of enhancing the customer journey through orchestration and management.
Customer Lifetime Value (CLV) – The total value of a customer’s relationship with an organization over their lifetime.
Customer Loyalty – The allegiance a consumer feels toward a business, characterized by a long-term relationship and willingness to make ongoing purchases.
Customer Satisfaction (CSAT) – A measurement of how well an organization meets customer expectations, typically assessed through customer satisfaction surveys.
Customer Service – Support offered to customers before, during, and after their purchase.
Customer Service Chatbot – An AI-powered tool designed to automate customer interactions and provide support through chat-based conversations.
Customer Service Message – A message delivered by agents in a contact center to customers through email, SMS, chat, or voice.
Customer Surveys – Tools used by organizations to collect feedback from customers on various topics. These can include paper-based documents, digital surveys appearing after website transactions, or surveys facilitated by outbound phone agents.
CX Analytics – Customer Experience Analytics, commonly known as CX Analytics, is a robust tool that provides deep insights into customer behavior and preferences.
CX Artificial Intelligence – Involves the use of advanced technologies and algorithms to enhance customer interactions and streamline business processes across various industries.
CX Copilot – A tool designed to transform how businesses engage with customers, offering a seamless and personalized experience at every touchpoint.
CX Data Protection Strategies – Practices and measures implemented by businesses to safeguard customer data while delivering personalized and seamless customer experiences.
CX Hyper-personalization – The use of advanced data analytics, artificial intelligence (AI), and real-time customer insights to deliver highly personalized experiences tailored to individual customer preferences, behaviors, and needs.
CX Platform – A comprehensive solution that enables businesses to manage and improve customer interactions across various touchpoints.
CX Software – Tools designed to help businesses enhance their interactions with customers.
CX Software for Government – Software developed to assist government agencies in managing citizen interactions and improving customer experience (CX). This includes enhancing accessibility and usability in government digital services and streamlining customer service workflows.
CX Solutions – Encompass tools, strategies, and practices aimed at enhancing overall customer experience.
CXi – An acronym for Customer Experience Interactions, representing a holistic approach to managing all customer interactions from any starting point across the entire customer journey, regardless of whether those interactions involve the contact center.
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D
Dashboard – A display that presents real-time communication, KPI reporting, or historical information on a screen for easy viewing by contact center employees.
Data Privacy in Customer Experience – Refers to the responsible collection, storage, and usage of customer data to ensure sensitive information is protected while enhancing customer interactions.
Database – An application that stores, organizes, and structures data consistently for easy access and efficient analysis.
Decibel (dB) – A unit of measurement indicating the intensity of sound.
Detractor – A customer who is highly dissatisfied with a business and may engage in behavior that harms the business financially.
Dialed Number Interaction Services (DNIS) – A set of digits that indicates the phone number a call has reached.
Dialer – Technology that automates the dialing of outbound phone calls or the sending of mass digital communications. Dialers can range from basic to sophisticated in features and functionality.
Digital – The representation or transmission of data expressed in binary code.
Digital Call Center – A customer service operation that provides support through digital channels such as email, chat, text (SMS), social media, and more.
Digital Customer Experience – The overall experience a customer has when engaging with a company or brand through digital channels.
Digital Customer Service – Providing customer support and assistance through digital channels and technologies.
Digital CX – Digital Customer Experience (CX) refers to the overall experience customers have when interacting with a brand or business through digital channels. This encompasses every touchpoint a customer has online, including websites, mobile apps, social media platforms, and email communication.
Digital Messaging – A system that allows remote agents to engage with customers on their preferred platforms, facilitating personal conversations and achieving successful outcomes at scale.
Digital Patient Interactions – The exchange of medical information and communication between patients and healthcare providers through electronic means, such as electronic health records, telemedicine, or secure messaging. These interactions use digital technology to enhance convenience, efficiency, and accessibility in healthcare.
Digital Retail Customer Experience – The overall experience customers have when interacting with a retailer’s digital channels. The aim of digital retail CX initiatives is to provide a seamless, personalized, and convenient shopping experience that increases customer engagement, loyalty, and ultimately drives sales.
Digital Self-Service – The use of technology and online platforms to empower customers with the tools and resources they need to solve problems or accomplish tasks without human intervention.
Direct Dialer – Software that automates the process of making telephone calls.
Direct Feedback – Customer input gathered by asking consumers for their opinions about a brand, product, customer service interaction, or other touchpoints along the customer journey.
Direct Inward Dialing (DID) – A local network service that transmits a unique set of identifying digits to the contact center.
Directed Dialog – A basic automatic speech recognition technology that guides interaction by prompting a caller with limited phrases.
Dual Tone Multifrequency (DTMF) – A system that uses audio tones to represent digits on a keypad.
Dead Air – Dead air is defined as the period of silence during a contact center interaction when neither the customer nor the agent is interacting.
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E
Echo Cancellation – A technology that quiets a voice channel to optimize speech recognition and natural language understanding.
Ecommerce Customer Experience Software – A set of tools and technologies used by online retailers to enhance customer experience and satisfaction throughout the online shopping journey through personalization, data insights, and customer support.
Education Customer Experience – The interactions and overall experience that students, potential students, or faculty have with an educational institution, including communication, services, and support. This is a crucial aspect of higher education that impacts student satisfaction, retention, and recruitment.
Education Customer Experience Solutions – Tools, platforms, and strategies that universities and colleges can use to improve the education customer experience for their students. These are designed to optimize communication, support, and services, creating a positive and effective learning environment.
Education Technology – The use of technology to enhance teaching, learning, and student outcomes in education. Often abbreviated as EdTech, it encompasses a wide range of digital tools, platforms, and resources to support and enhance the learning experience.
Emotion Detection – Also known as emotion recognition, this is the process of using technology to identify and interpret human emotions based on verbal cues, facial expressions, voice tone, and other biometric signals.
Emotion Detection in Voice AI – Refers to the use of artificial intelligence and machine learning to analyze vocal tones, speech patterns, and other auditory signals to identify a speaker’s emotional state.
Employee Engagement – The level at which contact center employees are involved and invested in their work.
Employee NPS (eNPS) – Also known as Employee Net Promoter Score, this metric measures an employee’s willingness to recommend their employer as a place to work to friends and family.
Enterprise Relationship Management (ERM) – Solutions that allow an enterprise to share information to create value, satisfy customers and stakeholders, and increase revenue.
Escalation – The process of seamlessly transferring a customer contact, via omnichannel communication, to a contact center agent or supervisor for further handling.
Executive Order 14058 – A mandate aimed at improving the cybersecurity of federal government networks and infrastructure while protecting critical infrastructure in the private sector through the adoption of specific requirements and provisions.
Experience Analytics – Also known as customer experience analytics, this refers to the systematic collection and analysis of customer perceptions as they interact with various touchpoints along the customer journey.
Experience Transformation – A structured approach to optimizing customer experiences to make them satisfying, consistent, and free of friction.
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F
First Response Time (FRT) – The amount of time it takes for a customer service team to respond to a customer inquiry or issue after it has been raised. It is a critical metric for evaluating the efficiency and effectiveness of customer support, impacting customer satisfaction and overall experience.
FedRAMP – The Federal Risk and Authorization Management Program is a government-wide initiative that establishes a standardized methodology for the security assessment, authorization, and continuous monitoring of cloud products and services to ensure compliance with federal security standards.
Feedback Management – A critical process for businesses that focuses on the efficient collection, analysis, and actioning of customer feedback to improve products, services, and overall customer satisfaction.
First Contact Resolution (FCR) – A key performance metric that measures the ability of a contact center to resolve a customer’s issue during their first interaction, thereby minimizing the need for follow-up contacts and reducing overall contact volume.
Forecasting – The process of predicting a contact center’s workload and determining the necessary agent scheduling or staffing requirements. Effective forecasting can be achieved using workforce optimization applications to ensure adequate resource allocation.
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Generative AI – Artificial intelligence models designed to create original content, including text, images, and other media. In the context of contact centers, generative AI can enhance customer interactions and support by automating responses and generating personalized content.
Gamification – The application of game-like elements in non-gaming contexts, such as the workplace, to motivate employees. It rewards individual and team performance through challenges and achievements, fostering engagement and productivity.
Generative AI for CX – The use of generative AI technologies to create new content, responses, or actions aimed at enhancing customer interactions and improving overall customer experience.
Generative AI in Customer Support – The application of generative AI technologies to automate and generate responses, content, and solutions for customer service inquiries, thereby improving efficiency and satisfaction.
Grammar – A set of language rules programmed into Interactive Voice Response (IVR) systems to recognize and interpret a complete list of possible spoken responses, stored in a grammar file.
Graphical User Interface (GUI) – A visual interface that allows users to interact with software applications through graphical elements like menus, icons, and buttons, often utilizing mouse or touchscreen navigation.
Guest Experience – The holistic impression and feelings that individuals form during their interactions with an establishment or event, encompassing service quality, atmosphere, and all aspects of the customer journey.
Guest Service Experience – The specific interactions and support that guests receive from service providers and staff in hospitality settings, focusing on quality of service, responsiveness, and overall attentiveness during their visit.
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H
Hardware – The physical infrastructure of a computer or telephony system that is located on-premise, including all tangible components necessary for operation.
Hold Time – The total duration that a contact spends in an agent-initiated hold status during a call. This metric is important for evaluating customer experience and operational efficiency.
Hosted Services – Contact center and call center services that are hosted by a network provider and delivered on-demand through the cloud, offering scalability and flexibility for businesses.
Hyper-Personalized Customer Journeys – Highly individualized, data-driven customer experiences that are tailored specifically to the unique behaviors, preferences, and needs of each customer, enhancing engagement and satisfaction.
Hosted Contact Center – A cloud-based solution where all inbound, outbound, and voice-based self-service interactions occur off-site via the cloud, enabling flexibility and remote management.
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Inbound Call – Calls initiated by customers that are received as incoming calls by agents, who assist in resolving problems or issues.
Inbound Call Center – A customer service center primarily dedicated to managing incoming customer phone calls, playing a crucial role in handling customer interactions and inquiries.
Independent Software Vendor (ISV) – An organization that designs and distributes software independent of hardware manufacturers, often creating software that complements the products of hardware manufacturers or sellers.
Indirect Feedback – Customer input that a business did not actively solicit but can still access for analysis and improvement.
Insurance Customer Experience – The overall collection of interactions, touchpoints, and emotions that policyholders and potential customers experience while engaging with an insurance company’s products, services, and support. This includes purchasing policies, filing claims, receiving assistance, and communicating with customer service representatives, aiming to build trust, satisfaction, and loyalty.
Integrated Services Digital Network (ISDN) – A set of technical standards enabling digital transmission of voice, video, and data services over telephone networks.
Intelligent Call Routing System – A system that forwards or transfers calls using natural language processing (NLP) to efficiently direct customers to the appropriate agents.
Intelligent Customer Service Chatbots – AI-powered virtual assistants designed to manage customer inquiries, automate responses, and provide support through natural language processing (NLP) and machine learning.
Intelligent Process Automation (IPA) – A transformative technology that combines artificial intelligence (AI) and robotic process automation (RPA) to streamline and automate business processes.
Interaction – The touchpoint of communication between a customer and an organization through the customer’s preferred communication channel. This includes self-service interactions via IVR or chatbots and live interactions with agents.
Interactive Voice Recognition – A technology that enables computers to understand and interpret human speech, facilitating automated customer interactions.
Interactive Voice Response (IVR) – A voice- and call-processing system that interacts with customers through speech recognition or digit input, offering options to enter a call queue, connect with an agent, complete self-service transactions, access information, or leave a message.
Intraday Management – The workforce management process involving monitoring daily volumes and trends, making adjustments to schedules as needed.
Intraday Reforecasting – The practice of reevaluating workforce management needs based on current trends in volume, average handle time, and service levels throughout the day.
IVR for Call Centers – The use of Interactive Voice Response technology in call centers to automate and streamline customer interactions.
IVR Surveys – Automated phone communications where respondents answer survey questions through their phone interactions.
IVR System – An automated interface that greets callers at the start of phone calls, guiding them through options for assistance.
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J
Journey Mapping – The process of visualizing and understanding the complete customer experience across various touchpoints, identifying pain points and opportunities for improvement.
Just-in-Time Training – A training method where employees receive training immediately before they need to perform a specific task, ensuring knowledge is fresh and relevant.
Joint Customer Experience – A collaborative approach where multiple organizations work together to create a seamless and cohesive customer experience across their services or products.
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K
Knowledge Base Self Service – A system that enables customers to access information independently, encouraging self-service while reducing agent strain by decreasing call queues.
Knowledge Management – The process and methods of collecting, organizing, managing, and utilizing all knowledge and information within an organization to enhance efficiency and decision-making.
KPI (Key Performance Indicator) – A high-level measurement of contact center performance, captured in reports and reviewed regularly to assess efficiency and effectiveness.
KPO (Knowledge Process Outsourcing) – The outsourcing of core, information-related work activities to different companies with expertise in specific areas, enabling businesses to leverage specialized knowledge and skills.
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L
Language Translation – The process of converting spoken or written content from one language to another, enabling communication and understanding across diverse linguistic backgrounds.
Leaderboards – A digital or physical display showing employees where they stand compared to their peers on important key performance indicators (KPIs).
Live Chat – A real-time, online communication channel that allows customers to engage with customer service representatives through text-based conversations.
Live Agent – A human representative in a contact center who handles customer inquiries and interactions, providing assistance and support in real time.
Listening Post – In customer experience management, this term defines a point in the process when companies can identify, collect, and analyze customer feedback.
Loyalty Programs – Structured marketing strategies designed to encourage repeat business by rewarding customers for their continued patronage, often through points, discounts, or exclusive offers.
Local Area Network (LAN) – A communication network linking computers or technical devices within a limited geographic area. They are often used to send data to printers, transfer data between systems on the network, send communications between users on the network, or access wider area networks (WANs).
Load Balancing – The distribution of workloads across multiple resources or agents to ensure that no single resource is overwhelmed, enhancing efficiency and response times in contact centers.
Logging – The process of recording interactions, activities, or system events within a contact center for monitoring, analysis, and improvement purposes.
Logs – Also referred to as log files, these are records that document details, typically time stamps, related to what took place within a computer system.
Low-Cost Country Sourcing (LCCS) – The practice of sourcing products or services from countries where costs are lower to reduce operational expenses and increase profitability.
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M
Market Research – The process of gathering, analyzing, and interpreting information about a market, including information about the target audience, competitors, and industry trends, to inform business decisions.
Metrics – Standardized measurements used to evaluate and track the performance, efficiency, and effectiveness of contact center operations and employee performance.
Macro Metric – The result of distilling multiple KPIs related to the health of an organization’s customer relationships into a single unit of measurement.
Menu – An array of options clearly presented for selection by a customer, agent, or user on a computer screen or via a digital or voice channel.
Mobile Voice – Also referred to as voice control or voice access, this term describes technology allowing users to control their mobile devices by spoken command.
Multi-Channel Support – A customer service approach that allows customers to engage with a business through various communication channels, such as phone, email, chat, social media, and in-person interactions.
Multichannel Cloud Contact Center – A contact center powered by cloud-native software (rather than on-premises hardware) to handle inbound and outbound interactions independently across multiple communication channels.
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N
Natural Language Processing (NLP) – A branch of artificial intelligence that focuses on the interaction between computers and human language, enabling systems to understand, interpret, and respond to spoken or written language.
Network – A collection of interconnected devices or systems that can communicate and share resources, facilitating data exchange and operational efficiency.
Network Latency – The delay between a user’s action and the response from the server, which can affect the overall user experience in contact centers.
Net Promoter Score (NPS) – A metric used to gauge customer loyalty and satisfaction by asking customers how likely they are to recommend a company’s products or services to others, typically measured on a scale from 0 to 10.
Non-Voice Support – Customer service interactions conducted through channels other than voice calls, such as email, chat, social media, or self-service options.
Notification – A message or alert sent to inform customers or agents about important updates, reminders, or events related to their interactions or services.
Nurturing Leads – The process of developing relationships with potential customers at every stage of the sales funnel, often through personalized communication and content to move them closer to a purchase decision.
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O
Omnichannel – In customer care, the ability of customers to seamlessly move across channels within the same interaction.
Omnichannel Cloud Contact Center – A contact center powered by cloud-native software (rather than on-premises hardware) to handle inbound and outbound interactions seamlessly across multiple, integrated communication channels. The information from a customer interaction on one channel at a single touchpoint along that customer’s journey is recorded and shared across channels to identify, personalize, and contextualize future interactions with the same customer.
Omnichannel Customer Experience – The experience a customer has when interacting with an organization or brand across all voice and digital channels, before, during, and after a purchase.
Omnichannel Customer Journey – The complete end-to-end set of customer interactions with an organization or brand, across all voice and digital channels.
Omnichannel Customer Service – The personalized, tailored service offered to a customer when an organization applies context and insight gained while seamlessly interacting with the customer across multiple channels of their choice.
Omnichannel CX Solutions – Omnichannel CX (Customer Experience) Solutions refer to a unified approach that allows businesses to deliver consistent and seamless customer experiences across all communication channels.
Omnichannel Retail Solutions – The integration of multiple sales channels and touchpoints, such as in-store, digital, mobile, and call center, to provide customers with a seamless shopping experience across all touchpoints.
Omnichannel Routing – An interaction management system that allows an organization to proactively and productively route inbound, outbound, and blended contacts across multiple voice and digital channels using applications like ACD, IVR, and AI-enabled chatbots.
Operational / Inferred / Unsolicited Feedback – Types of customer input that businesses can leverage to develop a more holistic voice of the customer (VOC).
Outbound Call Center – A business operation for making outgoing calls to customers and prospects, including for sales, collections, surveys, research, fundraising, proactive customer notifications, and more.
Outbound Call Center Compliance – Outbound call center compliance refers to the process of ensuring that your outbound call center is compliant with all applicable laws and regulations.
Outbound IVR – An IVR technology used by contact centers to send proactive, personalized outbound messages. Similar to how a predictive dialer distributes outgoing calls, outbound IVR can automatically distribute outgoing messages to contacts across a variety of digital channels.
Outsourcing Call Center – The practice of using a third-party provider’s services to manage a company’s customer service or support calls. This allows the company to focus on its core operations while benefiting from the expertise and cost savings of a specialized call center.
Outsourcing Customer Service – The practice of delegating customer support functions to an external service provider. This provider typically handles various aspects of customer service on behalf of the company, such as inquiries, complaints, technical issues, and more, enabling the company to focus on its core business activities while still providing high-quality customer support.
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P
Patient Access – How easily patients can obtain healthcare services, information, and resources, considering factors like cost and provider availability.
Patient Engagement – Patients actively participating in their healthcare decisions and management to improve their health and care quality.
Patient Experience Solutions – Tools and strategies designed to enhance the quality of healthcare delivery and improve patient satisfaction throughout their care journey.
Performance Management – The process of monitoring and improving employee performance to achieve organizational goals and improve effectiveness.
Performance Management System – A tool that provides real-time and historical data about employee performance across different roles in an organization.
Personalized Customer Experience with AI – Using artificial intelligence to create tailored customer interactions based on individual preferences and real-time data.
Phone Call Tracker – An application used by call centers to monitor and record interactions between customers and agents during phone calls.
Phoneme – Basic sound units in a language that differentiate words, crucial for speech recognition and understanding in contact centers.
Phrase – A set of words that convey meaning within an application, often guiding customer responses in interactive voice systems.
Port – A connection point that allows data transfer between two devices or between a computer and a server over a network.
Predictive Analytics – A method using past data and algorithms to forecast future events and trends, helping businesses make informed decisions.
Predictive Analytics for Customer Support – Using data and algorithms to anticipate customer issues and behaviors before they arise, improving support services.
Predictive Customer Support – Using AI and data analysis to predict customer needs and address issues before they have to reach out for help.
Predictive Dialer – A system that automates outbound calls, predicting when agents will be available and connecting calls to them efficiently.
Private Branch Exchange (PBX) – A private phone system that manages internal and external calls for an organization, enhancing communication.
Proactive Customer Support – A strategy where businesses anticipate customer needs and resolve issues before customers reach out for assistance.
Processor – The main component in a computer that processes data and executes commands, essential for its operation.
Promoter – A loyal customer who happily recommends a brand to friends and family, helping drive positive word-of-mouth.
Prompt – A message that directs customers to take action, such as selecting an option or responding with specific information.
Proxy Server – An intermediary server that handles requests for resources, helping to manage processing loads and improve efficiency.
Public Switched Telephone Network (PSTN) – The global network connecting telephones and systems, allowing for public voice communications across different locations.
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Q
Quality Evaluation – A process where a supervisor scores an agent’s interaction based on specific criteria outlined in a quality form.
Quality Management – Systems and strategies organizations use to enhance quality, often linked to workforce management in contact centers.
Quality Management Calibration – An activity ensuring that all evaluators use the same standards and criteria when assessing agent interactions.
Quality Management Contact Center – The practices and processes in call centers aimed at ensuring efficient and effective customer interactions.
Quality Management Dispute – A process allowing agents to challenge their quality evaluation score and explain their reasons for disagreement.
Quality Management Form – A questionnaire used by evaluators to assess agent performance during interactions and identify improvement areas.
Quality Plans – Tools for quality assurance that involve reviewing random interactions based on set filters to evaluate performance.
Queue – A virtual line where customers wait to connect with an agent, applicable in both call and chat scenarios.
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R
Real-Time Adherence – A metric showing which employees are currently not following their planned schedule in workforce management.
Real-Time Analytics for Contact Centers – Instant collection and reporting of data from customer interactions as they happen in contact centers.
Real-Time Customer Insights – Immediate analysis and delivery of data regarding customer behavior and preferences during their interactions.
Remote Agents – Customer service representatives who work from locations outside the traditional office environment, serving contact centers remotely.
Response Rate – The percentage of survey invitations that lead to a completed survey, indicating engagement levels.
Retail CX Solutions – Tools and strategies used by retailers to improve customer experience and satisfaction in the shopping environment.
Return on Investment (ROI) – A financial measure that calculates the profitability of an investment, indicating its efficiency.
Robotic Process Automation – Technology that automates repetitive tasks using digital robots or “bots” to reduce human effort in processes.
RPA Solutions – Robotic Process Automation solutions enhance business efficiency by automating repetitive tasks and improving workflows.
Record Line Message – A pre-recorded message played to callers, usually providing information or instructions while they wait to connect.
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S
SaaS (Software as a Service) – A cloud-based model where software is hosted by a vendor and accessed online via subscription.
Sales Performance Management – A strategy organizations use to enhance and optimize the performance of their sales teams.
Schedule Adherence – A metric indicating how well an agent follows their planned work schedule in workforce management.
Scheduling – Planning employees’ working hours and activities to ensure optimal staffing in contact centers, often linked to forecasting.
Screen Pop – A customer info screen that automatically appears on an agent’s dashboard when a customer interaction starts.
Screen Recording – Capturing the activities on an agent’s computer screen during interactions for quality checks and coaching purposes.
Secure Payment Processing (SPC) – Measures used to protect customer personal information during online transactions through identification and authentication.
Self-Service Chatbot – Automated technology that provides customer support through conversational interfaces, allowing customers to find answers independently.
Self-Service Portals for Customer Support – Online platforms enabling customers to resolve issues and manage accounts without contacting live agents.
Self-Service Rate – A metric showing how often customers successfully resolve issues on their own rather than speaking to agents.
Sentiment Analysis – AI analysis that interprets the emotion behind customer communications in both voice and digital channels.
Sentiment Score – A numerical value from 0-100 indicating customer sentiment strength during interactions, where 0 is the lowest.
Server – A computer or program that controls access to resources or services on a network.
Shrinkage – A metric for time agents are paid but not available to assist customers due to breaks or training.
Single Pane of Glass – A solution that combines data from multiple sources into one clear visual display for easy viewing.
Smartphone Dialer – A tool for call centers that enhances agents’ efficiency when making outbound calls using smartphones.
SMB – An acronym for small-to-midsize businesses.
SME – An acronym for small-to-midsize enterprises.
Softphone – Technology allowing phone calls using a computer or mobile device with an internet connection, instead of traditional phones.
Speech Analytics – Technology that uses AI to analyze and understand human speech during interactions for insights and improvements.
Supervisor – The person responsible for managing, training, and monitoring a team of contact center agents.
Switch – A device in a telephone exchange that connects calls and manages voice and data traffic.
System Administrator – An IT role that installs, maintains, and troubleshoots software and hardware in a network.
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T1 – A T1 line is a high-capacity phone and data service connecting businesses to telecom or internet providers.
Talk Time – The total time a customer spends talking with an agent, including hold and conference time during a call.
Task Buttons – GUI elements that let users issue commands with a simple click for easier interaction with software.
TCP/IP (Transmission Control Protocol/Internet Protocol) – A standard for network data exchange that helps computers communicate and transmit data packets.
Text and Speech Analytics – AI tools that analyze speech to identify patterns, such as frequently used keywords and phrases.
Touchpoint – Any interaction between a business and a customer, influencing their impression and experience with the brand.
Transforming Customer Experience – Changing how customers perceive a brand to create a more positive experience and strengthen their opinion.
Travel Customer Experience – The overall feelings and interactions travelers have during their journey, from planning to actual travel experiences.
Trunk – A telephone line connecting two phone switching systems, also known as an exchange line or circuit.
TTS (Text-to-Speech) – A system that converts written text into spoken words using speech synthesis technology.
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UCaaS (Unified Communications as a Service) – A cloud-based service that combines all communication tools for businesses, managed by one vendor.
UCaaS Integrations – Integrating UCaaS solutions with other business systems and applications for seamless communication and improved workflow.
Unified Communications Cloud – A cloud platform that merges various communication tools, allowing employees to connect from any device, anywhere.
Upsell – A sales tactic where a representative recommends a more expensive product that better meets a customer’s needs.
Utterance – Any spoken or written message used when interacting with conversational AI, including voice and text communications.
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V
Virtual Agent – An AI-driven program that interacts with users via text or speech to assist with tasks and information.
Virtual Call Center – A call center where agents work from various locations, including home, instead of a central office.
Virtual Contact Center – A contact center where agents operate from different locations, often remotely, using digital communication tools.
Virtual Currency – Digital tokens used in games as rewards, creating an in-game economy for players.
Virtual Marketplace – A platform allowing employees to redeem earned rewards and prizes from an organization.
Voice AI Interfaces – Systems that let users interact with machines through voice commands, powered by artificial intelligence.
Voice Authentication – A method of confirming a user’s identity by analyzing their unique voice patterns.
Voice of the Customer (VOC) – A process for collecting and analyzing customer feedback to improve satisfaction and engagement.
Voice Platform – A system for developing voice applications and integrating them with call center telephony systems.
Voice Response Unit – An automated system that guides callers through recorded messages using touch-tone phone buttons.
Voice User Interface – An interface allowing interaction with voice applications through spoken commands, using advanced recognition technology.
Voiceprint – Unique voice characteristics that identify individuals, used in voice authentication technology.
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W
Wallboards – Visual displays showing real-time performance metrics for employees or teams, promoting accountability in contact centers.
WFM Software – Tools designed to optimize workforce efficiency and productivity through scheduling, forecasting, and performance tracking.
Workflow – A sequence of steps leading to task completion, often represented visually through flowcharts, involving multiple participants and systems.
Workflow Management (WFM) – Managing task steps and stages with tools that enhance execution efficiency and consistency across business processes.
Workforce Engagement – The level of commitment and enthusiasm employees show towards their work and the organization’s goals.
Workforce Engagement Management (WEM) – Strategies aimed at enhancing employee engagement throughout the entire employment lifecycle, including hiring and training.
Workforce Intelligence – A strategic approach focused on optimizing workforce performance to inform business decision-making.
Workforce Management (WFM) – Managing, monitoring, and training contact center employees, including scheduling and forecasting for optimal performance.
Workforce Management System – Comprehensive software solutions that facilitate efficient workforce management for organizations.
Workforce Management Tools – Solutions that help businesses optimize workforce performance and improve operational efficiency.
Workforce Optimization (WFO) – Strategies aimed at streamlining operations by effectively managing and utilizing the workforce.
Workforce Planning – The forecasting process for staffing needs based on business drivers, ensuring the right team is in place.
Workforce Schedule – A tool for managing and allocating human resources effectively within an organization.
Workload Management – Real-time monitoring and distribution of workload in contact centers based on communication volume.
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Y
Your Customer Experience (YCE) – A framework focusing on understanding and enhancing the specific experiences and interactions customers have with a brand.
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Z
Zero-Call Resolution – A service strategy aimed at addressing customer issues before they escalate to a call, minimizing the need for direct interaction with agents.
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