Category: Glossary

Efforts to improve how a contact center runs—making operations more productive, cost-effective, and customer-focused.

The practice of storing business-related phone calls to document communications, improve service, and ensure compliance.

Organized efforts to reach customers using various channels like phone, SMS, email, and web to promote services or products.

The collective efforts to make every customer feel valued during interactions with a bank, encompassing perceptions and experiences across the entire customer journey.

Refers to how artificial intelligence technologies improve and streamline customer support processes, enhancing both efficiency and customer satisfaction.

Software that automates tasks traditionally done by humans. See also: Chatbot.

An application that enables users to send out mass text messages to communicate with large groups of customers.

Transactions that occur between businesses and individual consumers.

Intentional actions by agents to avoid handling calls, such as disconnecting the phone, transferring calls excessively, taking long breaks, or deliberately extending call durations.

A performance tracking tool used to evaluate agent quality through metrics like procedure compliance, response time, and customer satisfaction.