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

Natural language speech recognition (NLSR) – advanced form of speech recognition that enables customers to perform a variety of self-transactions just by speaking into their phone.

Net Promoter Score (NPS) – metric that is used to evaluate customer perception of your company/brand and can predict revenue growth or decline, loyalty, and churn. How to calculate: % of promoters - % of detractors.

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