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Call Abandonment Rate
- The percentage of inbound calls where the caller hangs up before reaching a support agent.
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Call Center
- A centralized team or location where agents handle customer inquiries via phone.
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Call Deflection
- Redirecting customer calls to other support channels, like chatbots or FAQs, to reduce call volumes.
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Call Monitoring
- Observing or recording calls to assess agent performance and ensure quality service.
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Call Recording
- Recording phone interactions for quality assurance, training, or compliance purposes.
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Call Volume
- The total number of calls received by a support center within a specific period.
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Canned Response
- Pre-written replies used by agents to respond quickly and consistently to common customer queries.
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Case Management
- Tracking and managing customer issues from initial inquiry to resolution.
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Change Management
- A structured approach to transitioning individuals, teams, or processes to a desired state in customer service.
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Chatbot
- A software tool programmed to respond to user queries automatically through predefined rules or scripts.
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Chatbot AI
- An intelligent chatbot that uses artificial intelligence to understand user intent, context, and provide dynamic, personalized responses.
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Churn Rate
- The percentage of customers who stop using a product or service over a specific period.
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Cloud Contact Center
- A cloud-hosted platform enabling agents to handle customer queries remotely using online tools.
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Co-Browsing
- A feature allowing agents to navigate a website in real time with customers to help resolve issues.
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Collaborative Support
- A team-based approach where multiple agents or departments work together to resolve customer issues.
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Communication Channels
- Platforms used by customers to contact support, such as phone, email, live chat, and social media.
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Community Forum
- A discussion board where customers post questions and share solutions or feedback with peers and experts.
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Complaint
- A customer's expressed dissatisfaction with a product, service, or experience that requires resolution.
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Conflict Resolution
- The process of addressing and resolving disputes or dissatisfaction between customers and the company.
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Consumer Behavior
- The study of how customers make decisions to purchase, use, and interact with products and services.
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Contact Center Compliance
- Ensuring customer service operations follow legal and regulatory requirements, such as data privacy laws.
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Contact Management
- Organizing customer contact details and communication history for better support and engagement.
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Conversational AI
- AI technology enabling human-like customer interactions via chatbots or virtual assistants.
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Conversational Commerce
- Using messaging platforms like chatbots or live chat to assist customers in making purchases or inquiries.
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Conversational Customer Service
- Support delivered through real-time, dialogue-based interactions via chat, messaging, or calls.
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Crisis Management
- Handling emergencies or unexpected events that impact customer experience or business operations.
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Customer 360 View
- A comprehensive profile of a customer’s history, preferences, and interactions with the company.
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Customer Advocacy
- Encouraging satisfied customers to promote the brand through reviews, referrals, or testimonials.
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Customer Advocacy Program
- An initiative to reward and recognize loyal customers who actively promote the company.
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Customer Care
- The support provided to customers to address their needs and ensure satisfaction at every touchpoint.
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Customer Centric
- A business approach that places the customer’s needs and satisfaction at the center of decisions and strategies.
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Customer Charter
- A public document outlining the standards and promises a company makes to its customers.
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Customer Churn
- The rate at which customers stop doing business with a company over a specific period.
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Customer Community
- An online platform where customers can connect, share experiences, and help each other with solutions.
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Customer Data
- Information collected about customers, such as demographics, preferences, and interactions, used to improve service.
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Customer Dissatisfaction
- Negative customer feelings or complaints about a product, service, or experience that fails to meet expectations.
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Customer Effort
- The amount of effort a customer must exert to resolve an issue or interact with a company.
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Customer Effort Score (CES)
- A metric measuring how easy it is for customers to resolve issues or complete support interactions.
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Customer Engagement
- The interaction and emotional connection between a customer and a company, fostering loyalty and satisfaction.
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Customer Expectations
- The standards or experiences customers anticipate from a company, including quality, response time, and support.
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Customer Experience (CX)
- The overall perception customers have of a company based on all interactions, including customer service.
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Customer Feedback
- Insights and opinions shared by customers about their experience with a product, service, or company.
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Customer Health Score
- A metric that evaluates the likelihood of customer retention based on engagement and satisfaction levels.
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Customer Intelligence
- Insights derived from analyzing customer data to understand behaviors, preferences, and needs for better decision-making.
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Customer Intent
- The purpose or goal behind a customer's interaction with a company, such as making a purchase or seeking support.
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Customer Journey
- The complete set of experiences a customer goes through when interacting with a company, from awareness to loyalty.
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Customer Journey Mapping
- A visualization of all customer interactions with a company to identify pain points and opportunities for improvement.
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Customer Loyalty
- The long-term commitment and repeat business from customers due to positive experiences.
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Customer Needs
- The expectations and requirements a customer seeks to fulfill when interacting with a business.
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Customer Onboarding
- Guiding new customers to successfully use a product or service after purchase.
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Customer Oriented
- A business mindset focused on meeting customer needs and exceeding expectations in every interaction.
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Customer Persona
- A fictional profile representing typical customer traits to tailor support strategies.
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Customer Portal
- A self-service platform where customers access information, resolve issues, and manage their accounts.
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Customer Retention
- Strategies focused on keeping existing customers and encouraging repeat business through excellent service.
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Customer Retention Cost
- The total expense incurred in retaining customers, such as support, loyalty programs, or follow-ups.
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Customer Retention Rate
- The percentage of customers retained over a specific time period, reflecting loyalty and satisfaction.
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Customer Satisfaction
- How well a company meets or exceeds customer expectations during interactions.
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Customer Satisfaction Score (CSAT)
- A metric measuring how satisfied customers are with their support experience, typically through surveys.
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Customer Satisfaction Survey
- A questionnaire designed to measure how satisfied customers are with a company's service or product.
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Customer Segmentation
- Dividing customers into groups based on shared characteristics to tailor service and engagement.
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Customer Segmentation Analysis
- Breaking customers into groups based on shared characteristics for targeted marketing or personalized service.
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Customer Segments
- Specific groups of customers categorized by similar behaviors, demographics, or needs.
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Customer Self-Service Portal
- A platform enabling customers to independently resolve issues without agent help, such as FAQs or forums.
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Customer Sentiment
- The emotions or attitudes customers express about a brand, often determined through feedback or social listening.
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Customer Service
- Providing assistance to customers before, during, and after purchases to ensure satisfaction.
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Customer Service Channels
- Platforms used to assist customers, such as email, phone, live chat, social media, and self-service portals.
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Customer Service Coaching
- Training provided to customer service agents to improve skills, knowledge, and performance.
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Customer Success
- Ensuring customers achieve their goals with a product or service, promoting long-term satisfaction and loyalty.
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Customer Support
- Assistance provided to customers to resolve issues, answer questions, or guide them in using a product or service.
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Customer Support Metrics
- Quantifiable measures like resolution time, first call resolution, or NPS used to assess customer service performance.
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Customer Ticket Lifecycle
- The stages a support ticket goes through, from creation to resolution and closure.
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