The contact center glossary defines the most common vocabulary, measurements, metrics, and phrases related to call center software and the field of customer experience.

Call abandonment rate – is a metric calculation that helps you measure success of your customer service. Standard abandonment rate is between 5-8%. 

Call center – is a customer service department where agents handle support, sales, or customer inquiries via telephone.

Call logging – is tracking, evaluation, reporting and analysis of all incoming and outgoing calls. Logs can include date, time, length, origin, destination.

Call recorder – feature that enables you to record calls and save them. It can be automatic or manual. 

Call time – it marks the length of time a caller is on a call with an agent. 

Chatbot – is a program or an application that uses predefined answers based on machine learning or AI. It simulates human conversation through text, text-to-speech, or voice interactions. 

Client Management System – software that allows you to track and optimize all interactions with your clients through a single platform from lead to closure and loyalty and service maintenance. It is used by sales, marketing, customer service, and help desks.

Co-browse – feature that enables an agent and customer to operate on the same web page in real-time. It allows faster problem solving since the agent can see the customers page and offer personalized guidance.

Compliance – is an act of being in accordance with a certain set of guidelines, specifications, or rules.

Contact Center as a Service (CCaaS) – cloud-based contact center solution that enables omnichannel communication. CCaaS reduces operational cost for a company because the service subscription can be paid monthly or annually.

Contact center – central department where customer service professionals interact with customers across various channels. Contact center can be cloud based or on-premise.

Computer Telephony Integration (CTI) – is a software technology that allows all functionalities of the phone to be done with the computer. It doesn’t require a landline phone for implementation. 

Customer Effort Score (CES) – is a customer experience metric that accounts for the ease of customer interaction with your company. It is measured by asking one question where the customers mark how much they agree with the statement (ex. How easy was the communication with an agent?) on Likert scale.

Customer Experience (CX) – is defined by all interactions of your customers with your company/brand. It includes all channels, touchpoints, activities, and communication through the customer life cycle. 

Customer Feedback – is all information, insight, and experience from your customer about the quality of your service or product.

Customer Journey Management – process your customers take when they interact with your company. 

Customer Journey Optimization - It includes analysis and improvement of all touchpoints across customers journey from awareness to loyalty on digital channels or via in-person interaction.

Customer Lifetime Value (CLV) – a metric of total amount revenue a business can earn from a single customer over time. How to calculate it: CLV = customer revenue – the cost of acquiring and serving that customer.

Customer Satisfaction (CSAT or C-SAT) – customer experience metric that measures how satisfied they are with the service you provided. How is it calculated: sum of all positive responses/the total responses collected x 100.

Customer Service – all interactions between your business and your customers. 

Customer Support – specific type of customer service that includes documentation, technical problem solving, product feedback.

Customer survey – a process of collecting customer’s feedback. Examples of customer surveys: NPS, CSAT, CES, visual rating survey, questioner…

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