Last updated: November 2024
Great customer experiences don’t happen by chance. Customers expect seamless, personalised, and efficient interactions at every touchpoint. Meeting these expectations requires more than just friendly service—it calls for a deep understanding of customer needs, advanced technology, and empowered, well-informed teams.
In recent years, customer experience (CX) has become a top priority for businesses everywhere. Here’s why:
- Poor customer service costs organisations $75 billion annually, according to Forbes.
- Businesses with strong customer experience see 3x higher returns to shareholders, according to McKinsey.
- After a positive experience, customer spending can increase by up to 140%, according to Deloitte.
- Enhancing CX can boost sales revenue by 2-7%, according to McKinsey.
- 89% of consumers are more likely to repurchase after a positive customer service interaction, according to Salesforce.
These stats make it clear: delivering great customer experiences not only creates happier customers—it drives business success. But what exactly does CX mean? Whether you’re a seasoned CX expert or just starting out, this glossary covers essential terms and definitions to help you navigate everything from A/B testing to SLAs and beyond.
Glossary of terms for customer service
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W
A.
A/B testing
A/B testing is a method of comparing two versions of a web page, app, or user experience to determine which one performs better. This technique helps businesses optimise their customer interactions by identifying what resonates more with users, leading to improved engagement and satisfaction.
Agent Assist
Agent Assist is an AI-powered technology that provides real-time support and information to customer service agents during interactions. By delivering knowledge-based articles, call summaries, and performance insights directly within the contact centre platform, Agent Assist empowers agents to respond quickly and accurately. This functionality not only improves agent performance and satisfaction but also boosts the overall customer experience by ensuring fast and precise responses.
Agent experience
The overall experience and satisfaction of customer service agents in their work environment. Factors such as tools, training, support, and workplace culture greatly influence agent experience. A positive agent experience is essential for delivering high-quality customer service and fostering employee retention.
AI chatbot
These are chatbots that use AI technologies like Natural Language Processing (NLP), Machine Learning (ML) and Generative AI to interact with customers via chat, providing instant support and automating routine tasks. AI chatbots improve customer service efficiency by handling routine inquiries, allowing human agents to focus on complex issues. Learn more about AI chatbots here.
Answer rate
Answer rate is the percentage of incoming customer queries, calls, or messages that are answered by customer service agents within a specified time frame. A high answer rate reflects efficient handling of customer queries, contributing to a positive customer experience.
Application Program Interface (API)
An API is a set of protocols, routines, and tools for building software and applications. APIs enable different software systems to communicate and share data, facilitating integration and enhancing functionality.
Artificial Intelligence (AI)
AI is the simulation of human intelligence processes by machines, particularly computer systems. In customer experience, AI enhances interactions and automates tasks, helping companies better understand and respond to customer needs. Learn more about AI terms and technologies in this guide.
Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD) is a telephony system that automatically routes incoming customer calls to the appropriate department or agent based on predefined rules such as skills, availability, or customer data. ACD systems help streamline call handling, reduce wait times, and improve first contact resolution rates, leading to a better overall customer experience. They are essential in call centres for managing high call volumes efficiently.
Average Handling Time (AHT)
AHT is a metric used in customer service to measure the average duration of a transaction, including talk time, hold time, and after-call work. AHT helps assess efficiency and identify areas for process improvement, ensuring a smoother experience for customers.
Related content: The ultimate AI glossary for customer service.
B.
Benchmarking
Benchmarking is the process of comparing a company's performance metrics, processes, and practices against industry standards or best practices to identify areas for improvement and achieve competitive advantage.
Brand Advocacy
The act of customers or employees actively promoting and endorsing a brand due to their positive experiences and satisfaction. Brand advocates help build trust and attract new customers through word-of-mouth marketing.
Bot
A bot is a software application programmed to perform automated tasks, often over the internet. Bots can handle repetitive tasks efficiently and interact with users in various digital environments. In customer service and customer experience (CX), bots—such as chatbots and voicebots—are commonly used to respond to inquiries, assist with tasks, and provide information, often simulating a conversation with a human.
Related content: What is a voicebot?
C.
Call
In customer service, a call refers to a communication between a customer and a company, typically via telephone, for the purpose of obtaining information, support, or resolving issues. Calls can be inbound (initiated by the customer) or outbound (initiated by the company).
Call centre
Call centres are centralised facilities where customer service agents handle a high volume of telephone calls. These centres play a vital role in providing support, answering inquiries, and resolving issues for customers, ultimately enhancing the customer experience. Today, many call centres are moving towards omnichannel contact centres.
Call centre reporting tools
Software that generates performance reports and dashboards to monitor and improve contact centre operations, ensuring a seamless customer experience by enabling data-driven decision-making.
Call recording
This is the practice of recording phone conversations between agents and customers for quality assurance, training, and compliance purposes. This process helps enhance the customer experience by ensuring service quality and adherence to regulatory requirements.
CCaaS (Contact Centre as a Service)
Contact Centre as a Service (CCaaS) is a cloud-based contact centre solution that provides businesses with the tools and technologies needed to manage and optimise their customer interactions across multiple channels. CCaaS platforms include features like omnichannel support, analytics, workforce management, and AI-powered tools. By offering flexibility, scalability, and cost-effectiveness, CCaaS enables businesses to enhance customer experience and improve operational efficiency. Read more about CCaaS here.
Channel
Channels, in this context, are mediums or platforms through which a company communicates with its customers. Channels can include phone, email, social media, live chat, in-person interactions, and more. A well-rounded channel strategy is vital for delivering a seamless customer experience.
Channel experiences
The individual experiences customers have when interacting with a company through different channels. Ensuring a consistent and positive experience across all channels is key to maintaining customer satisfaction.
Chatbot
A chatbot is an AI-powered virtual assistant designed to interact with users through text-based conversations, typically embedded in websites, messaging apps, or customer service platforms. Chatbots can handle a wide range of tasks, from answering frequently asked questions to processing orders and providing personalised recommendations. Learn more about chatbots in our in-depth guide here.
Churn rate
This is the percentage of customers who stop using a company's products or services during a specific time period, indicating customer retention success.
Cloud contact centre
Cloud contact centre solutions are hosted in the cloud, offering scalability, flexibility, and cost-effectiveness compared to traditional on-premises systems. Cloud solutions enable businesses to adapt to changing customer needs seamlessly, enhancing the overall customer experience.
Conversational AI
Conversational AI refers to artificial intelligence technologies, like chatbots and virtual assistants, that enable natural, human-like conversations between customers and businesses. Using tools like Natural Language Processing (NLP) and Machine Learning (ML), conversational AI understands and responds to customer inquiries in real time, whether through chat, voice, or other channels. Conversational AI is widely used in customer service to improve engagement, reduce wait times, and free up human agents for more complex interactions.
CRM (Customer Relationship Management)
CRM, or Customer Relationship Management, is both a technology and a strategy focused on managing and optimising a company’s interactions with current and potential customers. CRM platforms centralise customer information, track interactions, and facilitate communication across departments to ensure a seamless customer journey. By collecting and analysing customer data, CRM helps businesses understand customer needs, personalise interactions, and improve retention.
Cross-sell
The practice of offering additional products or services to existing customers that complement or enhance their original purchase. Cross-selling aims to increase customer value and satisfaction by meeting more of their needs.
Customer Advocacy
When customers actively promote a brand or product based on their positive experiences. This advocacy enhances brand visibility and builds trust with potential customers, contributing to lasting relationships.
Customer Effort Score (CES)
A metric that assesses how much effort a customer has to put in to get an issue resolved or a service provided.
Customer experience (CX)
Customer Experience (CX) is the sum of all interactions and impressions a customer has with a brand, encompassing every touchpoint throughout the customer journey. From initial awareness and discovery to purchase, support, and post-purchase engagement, CX reflects how customers perceive and feel about the brand. A strong CX strategy involves optimising each interaction to be positive, seamless, and valuable to the customer, which, in turn, enhances satisfaction, loyalty, and retention.
Customer Experience Management (CEM)
Customer Experience Management (CEM) is the strategic process of overseeing and optimising every aspect of customer interactions with a business. CEM involves identifying, measuring, and enhancing each touchpoint along the customer journey to ensure that the experience is consistent, valuable, and aligned with customer expectations.
Customer-centric
Being customer-centric means putting the customer at the heart of all business decisions, strategies, and actions. A customer-centric approach prioritises understanding customer needs, expectations, and pain points to deliver exceptional experiences. Companies that adopt a customer-centric mindset focus on building long-term relationships, improving satisfaction, and creating loyalty, ultimately driving business growth.
Customer feedback
Customer feedback is information provided by customers about their experience with a company’s products, services, or overall brand interactions. This feedback can be collected through surveys, reviews, social media, and direct communication, offering valuable insights into customer satisfaction, preferences, and pain points. Companies can use this feedback to inform product development, improve service quality, and enhance the customer experience.
Customer journey
The customer journey is the complete end-to-end process that a customer goes through when interacting with a brand. It begins with the initial awareness of a product or service and continues through consideration, purchase, post-purchase support, and ongoing brand engagement. Each step in the journey represents a touchpoint, such as a website visit, in-store experience, or customer support call, that influences the customer’s perception of the brand. Read more about customer journeys in our ultimate guide, here.
Customer journey mapping
Customer journey mapping is the process of visually documenting and analysing each step a customer takes when interacting with a brand. This process captures every touchpoint, action, and emotional response, helping businesses understand the full scope of a customer's experience from start to finish. Journey maps highlight key pain points, opportunities for engagement, and areas where improvements can be made to streamline interactions and better align with customer expectations.
Customer Lifetime Value (CLV)
Customer Lifetime Value (CLV) is a projection of the total net profit a company can expect from a customer over the course of their relationship. CLV takes into account factors such as purchase frequency, average transaction value, and retention rates, helping businesses understand the long-term value each customer brings.
Customer loyalty
Customer loyalty is the likelihood that a customer will continue to choose and support a brand over competitors due to positive experiences and satisfaction. Loyal customers are more likely to make repeat purchases, provide referrals, and become brand advocates, which boosts the brand’s reputation and customer base. Cultivating loyalty involves consistent, high-quality interactions, personalised service, and a commitment to meeting or exceeding customer expectations.
Customer retention
Strategies and practices aimed at keeping existing customers engaged and satisfied to encourage repeat business. Retaining customers is often more cost-effective than acquiring new ones, making customer retention essential for enhancing the customer experience.
Customer Satisfaction (CSAT)
Customer Satisfaction (CSAT) is a key metric that quantifies how satisfied customers are with a company’s products, services, or overall experience. Measured through surveys often sent immediately after an interaction or purchase, CSAT scores reflect customer perceptions of quality and effectiveness. Higher CSAT scores indicate that a brand is meeting or exceeding customer expectations, while lower scores highlight areas for improvement.
Customer segmentation
Customer segmentation is the process of dividing a customer base into distinct groups based on shared characteristics, such as demographics, behaviour, purchasing patterns, preferences, or geographic location. By segmenting customers, businesses can deliver targeted marketing campaigns, personalise interactions, and develop products that cater to the specific needs of each group.
Customer service
Customer service is the support, assistance, and advice provided by a company to its customers throughout their journey with the brand. It encompasses a range of activities, from answering questions and resolving issues to offering guidance on product use. Excellent customer service is essential for customer satisfaction, as it reassures customers that their needs are valued and that any challenges will be addressed promptly.
Customer service agent
A customer service agent, also called a contact centre agent or advisor, is a representative of a company who assists customers with inquiries, issues, and requests. These agents serve as the frontline of customer support, handling a wide range of tasks from answering questions and providing product information to troubleshooting issues and resolving complaints. Customer service agents play a key role in shaping customer experiences by delivering responsive, empathetic, and solution-focused interactions that help build trust and loyalty.
Customer service automation
Customer Service Automation uses advanced technology, such as artificial intelligence and machine learning, to streamline and automate repetitive tasks within customer support. This automation includes handling routine inquiries, providing instant responses to frequently asked questions, and managing ticket routing.
Customer support
Customer support is a specialised subset of customer service that primarily assists customers with technical issues, product-related questions, and troubleshooting needs. It involves helping customers solve specific problems and ensuring that products function as expected. Customer support representatives are trained to provide technical assistance, answer questions, and guide customers through resolving any issues they encounter.
Customer success (CS)
A business strategy that aims to help customers achieve their desired outcomes while using a company's products or services. It involves proactive engagement, personalised guidance, and support to enhance customer satisfaction and retention.
Customer value proposition (CVP)
A customer value proposition (CVP) is a clear, concise statement that communicates the unique value a company’s products or services provide to customers. It defines how the brand meets customer needs, differentiates itself from competitors, and creates tangible benefits.
Data privacy
Data privacy, also known as information privacy, refers to the practices and measures taken to ensure that individuals' personal information is collected, stored, and shared responsibly, with adequate protection against unauthorised access, misuse, and breaches. This concept is central to maintaining trust between businesses and customers, especially in customer service and customer experience (CX) environments where sensitive data, such as contact details, payment information, and service interactions, are handled regularly.
Disaster recovery
Strategies and processes are put in place to ensure business continuity and data protection in the event of unexpected disruptions or disasters.
Emailbot
An Emailbot is an automated system powered by AI that helps manage and respond to customer inquiries via email. Using machine learning and Natural Language Processing (NLP), emailbots can analyse incoming emails, understand the content, and automatically generate appropriate responses. Emailbots can handle a wide range of tasks, from answering frequently asked questions and providing basic information to triaging complex queries to human agents.
Empathic service
Empathic service is an approach in customer service that focuses on understanding and responding to the emotions, needs, and concerns of customers. It goes beyond simply resolving issues, aiming to create meaningful, human-centred interactions that make customers feel valued and understood. Empathic service often involves actively listening, acknowledging the customer's feelings, and responding with care and patience.
F.
FAQ (Frequently Asked Questions)
An FAQ, or Frequently Asked Questions, is a collection of commonly asked questions and answers designed to provide quick, accessible information to customers. Found on websites, knowledge bases, and support pages, FAQs cover a range of topics, from product details and troubleshooting steps to company policies and procedures.
First Call Resolution
First Call Resolution is a crucial performance metric that evaluates a company's ability to address and fully resolve customer inquiries or issues during the initial contact. Achieving high FCR rates means customers do not need to make follow-up calls or re-engage with support for the same issue, enhancing efficiency and reducing customer effort.
First Contact Resolution (FCR)
First Contact Resolution (FCR) measures a brand's ability to address and fully resolve customer concerns or requests during the first interaction, whether by phone, email, chat, or other channels. Successfully achieving FCR means that customers receive accurate solutions or answers without needing further follow-up, which enhances both customer satisfaction and operational efficiency.
G.
GDPR (General Data Protection Regulation)
The General Data Protection Regulation (GDPR) is a comprehensive data protection law enacted by the European Union in 2018 to strengthen and unify data privacy protections for individuals within the EU. GDPR sets stringent requirements on how businesses and organisations collect, process, store, and manage personal data. Key principles include transparency, accountability, and ensuring that data is only used with the individual’s explicit consent or for legitimate purposes.
Generative AI (GenAI)
Generative AI refers to a category of artificial intelligence models designed to create new, original content such as text, images, audio, and video by learning patterns and structures from existing data. Unlike traditional AI which is focused on recognising patterns or categorising data, generative AI can produce unique outputs, making it valuable for a range of applications. In customer service, for example, generative AI can draft responses in real time, create conversational agents with a more human-like tone, and provide customised content based on customer history and preferences, ultimately enhancing the customer experience.
Hallucination
In customer service, a "hallucination" refers to a situation where an AI-powered chatbot, virtual assistant, or other customer service AI model provides an inaccurate or completely fabricated response, often with a high degree of confidence. These AI errors can occur due to limitations in data processing or misunderstanding context, leading to answers that sound plausible but lack factual basis.
I.
Inquiry
A customer inquiry is a request or question that a customer directs to a company, typically seeking information, assistance, or clarification on a product, service, or policy. Customer inquiries can range from basic questions about pricing or product features to more complex issues requiring in-depth support.
Intelligent routing
Intelligent Routing is an advanced call or message routing technology that uses artificial intelligence and data analytics to direct customer inquiries to the most suitable agent or department. Based on factors like customer history, agent skills, and availability, intelligent routing ensures that customers are connected with the right resource quickly, improving the chances of first-contact resolution and enhancing the overall customer experience.
Integrations
Integrations in contact centres refer to the process of connecting various software applications, tools, and systems to streamline workflows and create a seamless experience for both agents and customers. By integrating essential systems—such as CRM software, ticketing systems, communication channels, and workforce management tools—contact centres enable agents to access unified customer data and perform tasks more efficiently.
IVR (Interactive Voice Response)
Interactive Voice Response (IVR) is a telephone-based technology that enables customers to interact with an automated system using voice commands or keypad inputs. IVR systems guide callers through a series of menu options, allowing them to access information, perform tasks, or be routed to the appropriate department without speaking to an agent. Widely used in customer service, IVR systems help manage call volumes by enabling customers to self-serve for routine inquiries, such as checking account balances or tracking orders.
K.
Knowledge base
A knowledge base is a centralised online repository of valuable information and resources that customers can access for self-service support. It typically contains articles, FAQs, troubleshooting guides, and how-to content designed to address common questions and empower customers to find solutions independently.
Key Performance Indicators (KPIs) in Customer Service
Metrics used to evaluate the effectiveness of customer service efforts, including CSAT, AHT, and FCR.
Large Language Models (LLMs)
Large language models (LLMs) in customer service are advanced AI models trained on massive datasets to understand and generate human-like text. They power chatbots, virtual agents, and other automated tools, enabling more natural, contextual, and personalised interactions with customers.
Live chat
A real-time online communication tool that allows customers to interact with support agents or chatbots to resolve issues quickly.
Machine Learning (ML)
Machine Learning (ML) is a branch of artificial intelligence that enables systems to learn and improve from experience without explicit programming. In customer service, ML algorithms analyse customer data to identify patterns, predict outcomes, and enhance decision-making processes. ML is often used for personalised recommendations, chatbots, predictive analytics, and automating repetitive tasks, helping businesses provide more efficient and effective customer experiences.
Multichannel support
Multichannel support is the practice of providing customer assistance across various communication channels, such as phone, email, live chat, social media, and more. By offering a range of options, companies make it easy for customers to reach out in the way that suits them best, enhancing accessibility and convenience. Each channel is designed to handle different types of interactions, from quick questions on social media to in-depth inquiries via phone. This is often confused with omnichannel support.
Natural Language Processing (NLP)
Natural Language Processing (NLP) is a subfield of artificial intelligence that focuses on enabling machines to understand, interpret, and generate human language. NLP powers chatbots, virtual assistants, sentiment analysis, and language translation services by analysing text or speech data. In customer service, NLP helps businesses improve communication, automate responses, and extract valuable insights from customer interactions, ultimately enhancing the overall customer experience.
Net Promoter Score (NPS)
Net Promoter Score (NPS) is a widely-used metric for assessing customer loyalty and satisfaction by asking a simple yet powerful question: “How likely are you to recommend our brand to others?” Responses are measured on a scale of 0 to 10, with promoters (scores 9-10) indicating strong loyalty and likelihood to recommend, passives (scores 7-8) being neutral, and detractors (scores 0-6) expressing dissatisfaction.
O.
Omnichannel communication
Omnichannel communication is a strategic approach to customer engagement that unifies multiple channels—such as phone, email, chat, and social media—into a seamless, cohesive experience. Unlike multichannel support, which treats each channel as separate, omnichannel communication ensures that customers can switch between channels without losing context or information.
Omnichannel analytics
Analytics that track customer interactions across multiple channels, allowing businesses to gain a holistic view of the customer journey.
Omnichannel customer support
A comprehensive approach to customer service that provides a seamless and integrated experience across multiple communication channels, including phone, email, live chat, social media, and in-person interactions. This ensures consistency and convenience for customers, regardless of how they choose to interact with the company.
Persona
A persona is a fictional representation of a business's ideal customer, based on data-driven insights, demographics, behaviours, and preferences. Personas help businesses understand their target audience’s needs and motivations, enabling them to tailor marketing, customer service, and product development strategies. By defining personas, businesses can personalise their customer interactions and create more meaningful, engaging experiences.
Personalisation
Personalisation involves customising customer interactions based on individual preferences, past behaviour, and personal data to create a more meaningful and engaging experience. By tailoring offers, recommendations, and communication styles to each customer, brands can make interactions more relevant and impactful, improving satisfaction and loyalty.
Predictive analytics
Predictive analytics involves using data, statistical models, and machine learning techniques to forecast future outcomes based on historical information. This approach allows companies to anticipate customer needs, behaviours, and market trends, helping them make informed decisions.
Proactive customer service
Anticipating customer needs and addressing potential issues before they arise, enhancing satisfaction and CX.
Q.
Quality Assurance
Quality assurance in customer service involves implementing processes and evaluations to maintain high standards in customer interactions. This typically includes monitoring calls, reviewing customer feedback, and coaching agents to ensure consistency, accuracy, and professionalism. In contact centres, quality assurance plays a crucial role in meeting customer expectations, as it helps identify areas for improvement and maintains service standards.
R.
Real-time analytics
Real-time analytics is the process of instantly analysing data to gain immediate insights into customer interactions, agent performance, and operational trends. In contact centres, real-time analytics enables managers to monitor call volumes, identify bottlenecks, and respond quickly to changing conditions. This live data helps teams make on-the-spot adjustments, such as reallocating resources or optimising processes, to enhance customer experience and meet service level goals.
Resolution time
Resolution time refers to the total duration it takes to fully resolve a customer issue or support ticket from the moment it is created to its closure. This metric is an important indicator of service efficiency, as shorter resolution times typically lead to higher customer satisfaction.
ROI (Return on Investment)
Return on Investment (ROI) is a metric used to evaluate the profitability of an investment relative to its cost. In customer service, ROI measures the effectiveness of investments in technology, training, and processes in terms of increased customer satisfaction, loyalty, and revenue. A strong ROI demonstrates that the resources allocated to improving customer experience have yielded positive outcomes, justifying further investments.
S.
Scalability
The ability of a contact centre solution to handle increased workload and adapt to changing business needs without compromising performance.
Self-service
Self-service tools enable customers to find answers and resolve issues on their own, without direct assistance from customer support agents. This approach includes resources like FAQs, knowledge bases, and virtual assistants, which provide immediate help for common questions and concerns. By offering self-service options, companies empower customers to solve problems quickly and independently, improving convenience and satisfaction.
Sentiment analysis
Sentiment analysis is a technique that uses natural language processing (NLP) to evaluate and interpret the emotional tone behind customer communications, such as feedback, social media comments, and survey responses. By identifying sentiments—positive, negative, or neutral—companies gain valuable insights into how customers feel about their products, services, and brand.
Service Level Agreement (SLA)
A Service Level Agreement (SLA) is a formal contract between a service provider and a client that defines the standards for service quality, including response times, resolution times, and other key performance indicators. SLAs serve as a commitment to meet specific performance targets, holding providers accountable for delivering an agreed-upon level of support.
Silo
A silo refers to a situation where departments or teams within an organisation operate in isolation, often leading to inefficiencies, miscommunication, and inconsistent customer experiences. In customer service, siloed teams may result in fragmented communication and a lack of collaboration, which can hinder customer satisfaction. Breaking down silos is key to delivering a seamless, integrated customer experience across all touchpoints.
Soft skills
Soft skills are personal attributes and interpersonal skills that enable individuals to effectively interact, communicate, and collaborate with others. In customer service, soft skills like empathy, patience, active listening, and adaptability are essential for delivering positive and meaningful interactions. Unlike technical skills, which focus on specific tasks, soft skills help agents understand and respond to customers’ emotions, build rapport, and handle challenging situations with grace. Developing soft skills is a priority for contact centres focused on customer satisfaction and loyalty.
T.
Ticketing system
A ticketing system is software designed to manage, track, and organise customer support requests in a structured manner. Each request generates a "ticket," which agents can prioritise, update, and resolve. Ticketing systems streamline the support process by keeping track of each request’s status, facilitating communication between agents and customers, and helping teams meet service level goals.
Training
Training in customer service involves equipping agents with the knowledge, skills, and tools needed to handle customer inquiries and challenges effectively. This can include instruction on product details, technical procedures, company policies, and best practices for communication and problem-solving. Training can be delivered in various formats—classroom sessions, virtual modules, or hands-on workshops—and often includes ongoing development to keep agents up-to-date on new tools, techniques, and industry trends
V.
Virtual Agent/Virtual Assistant
A Virtual Agent or Virtual Assistant is an AI-powered tool that simulates human conversation and assists customers by providing information, answering questions, or resolving issues through text or voice interactions. Virtual agents use technologies such as Natural Language Processing (NLP) and machine learning to understand and respond to customer inquiries, often in real-time. They help businesses scale their customer service operations by providing 24/7 support, automating routine tasks, and allowing human agents to focus on more complex issues.
Voicebot
A Voicebot is an AI-powered virtual assistant that interacts with customers through voice-based communication. Using Natural Language Processing (NLP) and speech recognition technologies, voicebots can understand spoken language and respond accordingly, either through automated pre-recorded responses or dynamic, AI-generated replies. Learn more about voicebots here.
Voice of the Customer (VoC)
A collection of customer feedback, insights, and preferences that guide business decisions and strategies.
Voice recognition
A technology that enables computers to interpret human speech, allowing for hands-free interaction with contact centre systems.
W.
Workforce Management (WFM)
Workforce management (WFM) is the practice of effectively scheduling and managing contact centre agents to balance service level targets with cost efficiency. This process involves forecasting demand, creating agent schedules, tracking performance, and adjusting resources to meet real-time conditions. Workforce management ensures that contact centres have the right number of agents available at the right times, minimising wait times and maintaining service quality.
Frequently asked questions
