Call center (Call centre) A physical location where a high volume of customer and other telephone calls are handled by an organisation, usually with some amount of computer automation. Call centres typically provide voice only inbound, outbound and limited self-service customer interactions. See also: Contact Centre.
Call center agent scorecard (Call centre agent scorecard)A call centre agent scorecard is an important tool for measuring and improving performance in a call centre. The scorecard typically includes key metrics like first-call resolution that provide a basis for helping customer service agents set goals and track progress. It can also be used to provide incentives, as part of a gamification strategy, to keep agents engaged and motivated.
Call center agent software (Call centre agent software)Call centre agent software is any desktop or mobile application that enables call centre agents to effectively manage customer interactions. Most call centre agent software includes features such as an integrated dialer, recording capabilities and analytics. Advanced cloud-based applications have automation capabilities that route calls to the right agent or department. They also include chatbots, voicebots and other artificial intelligence (AI) tools.
Call center agent utilization (Call centre agent utilisation)This represents the percentage of time call centre agents spend on handling calls and other customer interactions, and related work. These rates can be used to calculate agent efficiency. In call centres, agent utilisation considers total time at work — including logged-out time such as training — while agent occupancy considers only live logged-in time.
Call center coaching (Call centre coaching)Coaching is used to give call centre agents feedback as part of quality management and employee training. It can be part of regular performance assessments or done in real time when needed during customer interactions.
Call center CRM (Call centre CRM)Call centre customer relationship management (CRM) is a technology solution that stores critical customer information and improves agent access to customer data like account details and interaction history.
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.
Call center reporting (Call centre reporting)Call centres track and report on KPIs and other predefined metrics. These give insights into overall call centre efficiency and productivity; customer journeys; and the performance of individuals such as agents. Reports are displayed on dashboards, enabling staff to monitor the call centre and take action, as needed.
Call center RFP (Call centre RFP)A request for proposal (RFP) simplifies decision-making by systematising the evaluation process so you can evaluate the right information to compare vendors and choose the best solution. A company uses the formal RFP framework when decision makers know what they want to buy and are soliciting multiple offers. A formal RFP document specifies your business and technical requirements — comparing the most important vendor capabilities so you can identify and select the best products or services. Check out our handy guide if you need some practical help to start your own RFP process.
Call deflectionAI enables self-service options for customers, allowing them to complete tasks such as placing orders or checking balances without human agent intervention. Call deflection refers to the strategy of using AI to handle simple requests, freeing agents to focus on more complex interactions.
Call timeCall time, also known as “talk time,” is the amount of time a call centre agent spends on a call with a customer. It is a key performance metric used in contact centres and call centres to measure agent productivity and efficiency.
Cloud call center (Cloud call centre)A web-accessible platform for handling customer calls and interactions. Call centres based in the cloud can be accessed from virtually anywhere, eliminating the need for a physical infrastructure, which may reduce operational costs and increase scalability to support evolving customer experience strategies.
Cloud contact center (Cloud contact centre)A central point in an enterprise, hosted on an Internet server, from which all inbound and outbound customer communications are handled. Cloud contact centres make interactions through voice, email, social media and the web accessible from virtually anywhere.
Co-browseCo-browse, sometimes referred to as “screen share,” facilitates a collaborative browsing session between a customer and a contact centre agent. Based on the customer’s needs, an agent can see the customer’s screen, move their cursor, highlight or annotate key areas on the screen, and even take full control of the browsing session to help the customer achieve their goals.
Compliance confidenceAI technologies can ensure compliance by monitoring call interactions for adherence to scripts, regulations and company standards. This reduces the risk of non-compliance and enhances the quality of customer interactions.
ComposabilityComposability is a system design principle in which a solution is composed of components that can be assembled in different combinations to address individual use cases.
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 (Contact centre)A contact centre is a modern call centre. It manages inbound and outbound customer communications through a variety of channels. For example, customers could reach out to a company via email or chat with an agent on the company’s website.
Contact center agent (Contact centre agent)
Front office employees that are customer-facing and typically the primary point of human customer contact within an organisation.
Contact center as a service (CCaaS) (Contact centre as a service (CCaaS))Contact Centre as a Service (CCaaS) is a cloud-based customer experience solution that allows companies to utilise a contact centre provider’s software. A CCaaS model allows businesses to purchase only the technology they need, which reduces the need for internal IT support. CCaaS is an ideal option for many contact centres, offering scalability as operational needs change.
What Is Contact Centre As A Service?Contact Centre as a Service (CCaaS) is a cloud-based customer experience solution designed to improve customer experiences. Discover more from Genesys.com/en-sg
What Is Contact Centre CRM?Contact centre customer relationship management (CRM) is software that helps to create personalised customer experiences. Discover more from Genesys.com/en-sg
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.
Conversational AI for call centers (Conversational AI for call centres)Conversational AI refers to the use of chatbots and virtual assistants powered by AI technologies to simulate humanlike conversations with customers. In call centres, it’s used to automate responses, handle routine inquiries and provide 24/7 support, improving efficiency and customer satisfaction.
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.
CT Connect
A computer telephony call control server software that connects a range of telephone switches to a variety of data processing environments.
CTI
Computer Telephony Integration. Computer control and functionality applied to telephony hardware.
CTI server
House the server software that monitors telephony events (ringing, busy etc.) at the switch.
Customer acquisition costCustomer acquisition cost is the amount of money it takes to convert a potential lead into a new customer. These costs can be incurred in the form of sales, marketing, overhead, time and other resources expended.
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 effort score (CES)
A measurement focused on service interactions in contact centre environments. It provides a way to measure how customer centric channels and touchpoints are in their design and management, and how they promote ease of use, simplicity and effortless interaction.
Customer engagement
The ongoing relationship a customer has with an organisation based on relevant, personalised experiences and the anticipation of the customer’s evolving needs.
What Is Customer Experience?The customer experience is the sum of all individual interactions throughout the end-to-end customer journey and how the customer perceives each interaction.
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 experience management (CEM)
A strategy that focuses on the operations and processes used to create a positive customer experience with focus on your organisation, product, service, or brand.
Customer experience platformContact centre infrastructure, available from the cloud or on-premises, that supports the design, orchestration, monitoring, and tuning of customer journeys across voice and digital channels.
Customer feedbackCustomer feedback is an essential element of customer service. It is any information provided by customers that can help businesses better understand their customers’ needs and expectations. Customer feedback can be gathered in various forms, including surveys, focus groups, customer service calls, online reviews and social media comments. The feedback can provide insight into the customer experience that can help businesses improve customer satisfaction, loyalty and overall performance.
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 interaction analyticsCustomer interaction analytics is the process of turning unstructured data found in email, voice, chat and more into structured data that can be searched and analysed.
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.
What Is A Customer Journey?A customer journey is the complete experience a customer has with a company or brand throughout every stage of the customer lifecycle.
Customer journey managementCustomer journey management is the practice of using behavioural trends and technology to influence and optimise the customer experience (CX). Customer journey management aims to minimise the customer effort across all channels and touchpoints, ensuring a seamless experience every time a customer interacts with your company.
Customer journey mapA customer journey map is a visualisation of the paths customers take across channels and over time. These maps enable teams to broaden their perspective beyond internal goals to include the customer's perspective.
What Is Customer Journey Optimisation?Customer journey optimisation is a process where customer interactions are mapped and connected across multiple touchpoints. Discover more from Genesys.com
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 satisfaction (CSAT)A measurement that determines how an organisation meets the expectations of its customers based on satisfaction. Customers are asked a question following a transaction about their satisfaction with the company, which is then rated from one (very dissatisfied) to five (very satisfied).
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 behaviours 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 optimization (Customer support optimisation)Enhancing 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.