Call center (What Is A Call Centre?)A call centre is where an organisation handles customer telephone calls. Call centres typically use some amount of computer automation software.
Call center CRM (What Is Call Centre CRM?)Call Centre Customer Relationship Management (CRM) is a call centre technology solution that provides call centre agents with quick access to customer account information and history for great CX. Learn more at Genesys.com now.
Call center management (Call centre management)The way in which organisations manage the daily operations of the call centre, including forecasting, scheduling, employee training, reporting, and all customer interactions. Call centre management can be modernised through use of workforce optimisation solutions.
Chat messages (What Are Chat Messages?)Chat messages are a type of communication that occur over the Internet. The most widely known way to use chat messages is on a website that lets you interact with a bot or agent to address a question or concern.
Consistent customer experienceConsistency in practice and measurement allows businesses to orchestrate consistent experiences for their customers seamlessly across all touchpoints and channels that a brand offers, regardless of the medium or the platform.
Contact center CRM (What Is Contact Centre CRM?)Contact centre customer relationship management (CRM) is a contact centre software solution that provides agents with quick access to customer account information to deliver great customer experience. Learn more at Genesys.com now.
Contact center managementThe way in which organisations manage the daily operations of the contact centre workforce, across multiple touchpoints and channels, in order to accommodate omnichannel customer journeys.
What Is Contact Centre As A Service?Contact Centre as a Service (CCaaS) is a cloud-based customer experience solution that allows companies to utilise a contact centre provider’s software.
Contextual support in customer serviceProviding relevant, effective customer assistance that takes into account the context of the customer’s situation, history and current needs — even anticipating what they might need next. Artificial intelligence (AI) enables this contextual support by listening, understanding and engaging with customers through natural language. And since AI understands and predicts intent, it can help customers reach resolutions faster. It can even recognise when a customer needs human support, and then pass that conversational history and insight to an agent.
CopilotIn the context of AI and contact centre software, copilot is a general term for an AI assistant that supports various roles (agents, supervisors and admins) by providing real-time assistance, insights and automation capabilities. It enhances decision-making, productivity and customer experiences through intelligent recommendations and actions.
Cross-functional collaborationThe process of breaking down silos within an organisation in order to allow various departments to work together toward common business goals.
Customer behavior analysisThe study of consumers’ purchasing patterns and engagement with a brand to better understand their preferences, needs and decision-making processes
Customer churnThe rate at which customers stop doing business with a company. This could be a symptom of dissatisfaction with a product, preference for the experience of buying from a competitor and more. Seamless, individualised customer experiences help to reduce churn by building emotional connections and increasing brand loyalty.
Customer data integrationThe process of gathering, consolidating and managing customer information from all available sources to provide a single, comprehensive view of the customer across an organisation.
Customer data utilization (Customer data utilisation)The strategic use of customer data to inform business decisions, personalise customer experiences and drive growth. While modern companies find themselves awash in information from various channels, customer journey analytics empowers them to gain the full power of data across previously disconnected business units and channels. By integrating data across all touchpoints, leading organisations can see the complete picture of customer interactions, understand how that affects their bottom line and make improvements accordingly.
Customer experience (CX)CX is made of individual customer touchpoints. The sum of all experiences a customer has with a company over the lifecycle of their relationship is called a customer journey.
Customer feedback analysis with AILeveraging artificial intelligence (AI) to analyse customer feedback across a variety of channels such as product reviews, social media and emails. This AI-powered analysis enables an organisation to extract valuable insights that it can use to improve its products, services and customer experiences over time.
Customer journeyThe customer journey consists of multiple touchpoints and key interactions each customer or prospect has with a company—including messaging, employees, processes, products or services. Single or multiple interactions can be considered a customer journey and are part of a holistic customer experience lifecycle.
Customer loyalty and engagementStrategies and practices aimed at building long-term relationships with customers, encouraging repeat business and fostering a positive connection between the brand and its customers.
Customer retentionThe ability of a company to retain its customers over time, often achieved by providing a customer experience that continuously meets or exceeds expectations.
Customer retention strategiesApproaches and tactics that companies use to keep their customers engaged and loyal over time. These strategies can range from promoting shared values to providing empathetic customer service to fostering word-of-mouth support. Businesses that are effective in retaining their customers over the long term increase their earnings while enhancing their brand recognition and industry prominence.
Customer segmentation and AIUsing artificial intelligence to match a prospect or customer to the appropriate segments. These segments can classify intent and priority, identifying the likely interests, shopping preferences and buying behaviors of a customer based on similar previous customers. This enables organisations to personalise experiences by determining when and where to engage customers with an automated content offer, bot or agent-assisted service.
Customer serviceCustomer service is the assistance and service provided by an organisation to customers before, during, and after the purchase of products or services.
Customer support optimizationEnhancing the effectiveness and efficiency of customer service operations to create a more seamless end-to-end experience for the customer. Optimising customer support and orchestrating smoother experiences improves response times, resolution rates and overall customer satisfaction.
Customized learning paths (Customised learning paths)Tailoring educational content and experiences to fit the individual needs of learners. With modern workforce engagement management capabilities, businesses can empower each employee with a personalised development hub that puts them in control. They can manage their performance and access assigned learning content and coaching sessions — all while staying on top of their work. And the business can build learning modules to train or inform its employees, and assign assessment modules to better evaluate their knowledge and skill levels.