Category: Glossary

Providing a consistent customer experience across all channels—phone, chat, email, social, and in-person.

A security system to protect personal data during transactions.

Automated chat systems that help customers through conversational interfaces.

Using live data to tailor customer experiences instantly, enhancing engagement and satisfaction.

Process of attracting, screening, and selecting qualified candidates to fill job vacancies within an organization. It involves identifying staffing needs, sourcing applicants, conducting interviews, and hiring the right talent.

Agents who work from home or outside the traditional contact center environment.

The amount of time it takes to respond to a customer contact such as a call, email, or message.

A voice or text message that guides users to take a specific action in an IVR system.

Technologies and strategies used by retailers to enhance customer experience and satisfaction.

The global network of interconnected telephone systems used for voice communication.