Fonolo

JULY 16, 2019

So, in an attempt to demystify the complex acronyms within the call center landscape, today we bring you, as Google defines it; a ‘brief dictionary’ (glossary) of call center terminology. ACD (Automatic Call Distribution): This is a specialized phone system that handles incoming/inbound calls.

Contact Center 103

Contact Center Healthcare CEM CRM 103

SugarCRM

FEBRUARY 14, 2018

So, we’ve created glossary of key terms to know to help you decide which of the obligations of GDPR apply to your organization. The entire piece of GDPR legislation is more than 250 pages long and is probably most appropriate of your legal team. As we get closer to GDPR, many posts on this blog will use the terms below.

Compliance 45

Compliance Legal 45

ECXO

MAY 11, 2023

appeared first on ECXO - European Customer Experience Organization.

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Qualtrics

MARCH 17, 2020

Their English might be excellent, but if it’s a second language for them, then they may still struggle to understand colloquialisms or slang.

Gaming 29

Gaming Start-ups Technology Technology 29

Qualtrics

SEPTEMBER 23, 2019

Use glossaries or other ways to highlight, in simple terms, what cannot be changed. How to embrace clear communication: Utilize tools and services, like the Health Literacy Advisor (HLA), or bringing in clear communication consultants. Create internal guides and an internal campaign. Engage a customer communications review board.

Net Promoter Score 20

Net Promoter Score CX VOE VOC 20

Fonolo

FEBRUARY 21, 2023

Good to Know: Glossary of Related Terms There’s a good deal of technical language that emerges when you dive into the world of SIP trunks. with this glossary of telco terms related to SIP trunking.) Your SIP provider can advise you on the expected bandwidth consumption needed to support your call volume. Knowledge is power!

Contact Center 142

Contact Center Technology Technology 142

Intercom

JUNE 1, 2023

Sure, it can all feel a bit overwhelming at the start (feel free to check out our AI glossary if you have any doubts about terms and concepts). AI is here to stay. The question is: what will you do about it?

AI 52

AI Start-ups Technology Technology 52

Intercom, Inc.

MAY 26, 2022

First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). It provides a view on how efficient your company is at responding to your customers’ challenges. .

Net Promoter Score 210

Net Promoter Score Customer Satisfaction Customer Service 210

Intercom, Inc.

JULY 26, 2022

Customer success is a business effort to help your customers achieve their objectives. . As the name implies, customer success involves working with your customer to discover how your products and/or services can best empower them to reach their goals and objectives. .

B2B 129

B2B B2C Education Customer Retention 129

Intercom, Inc.

JUNE 14, 2022

A sales-qualified lead (SQL) is a prospective customer who has indicated through a series of actions that they have a high probability of converting. Having expressed interest in your product or service and been vetted to ensure they meet the right criteria, a sales-qualified lead is now ready to move into your sales process. .

Sales 129

Sales Social Media Customer Experience 129

Intercom, Inc.

JULY 26, 2022

Customer activation is the process of motivating prospects or customers to take the next step in the customer journey or customer lifecycle. This is sometimes referred to as user activation.

Touchpoint 118

Touchpoint Start-ups Sales 118

Intercom, Inc.

JULY 26, 2022

Conversational AI (artificial intelligence) is technology that simulates the experience of person-to-person communication for users, either through text-based or speech-based inputs. The AI component is crucial.

AI 118

AI Artificial Intelligence Machine Learning Start-ups 118

Intercom, Inc.

JULY 26, 2022

Call deflection is a technique used to redirect a portion of your incoming customer service calls to digital support channels in order to reduce the burden on your call center employees. This has benefits for both your customers and your team, helping to alleviate high volumes of calls while allowing customers to reach a solution faster.

Net Promoter Score 118

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 118

Intercom, Inc.

JULY 26, 2022

Conversion rate refers to the percentage of people who complete a desired action after being exposed to a brand’s sales and/or marketing channels, calculated against the total number of interactions (those who visited or viewed your ad, landing page, or other asset). .

E-commerce 118

E-commerce B2B Sales 118

Intercom, Inc.

JULY 12, 2022

Omnichannel support is a customer service approach that offers customers seamless support across multiple distinct channels. . Omnichannel support is intentionally integrated, retaining important customer data and ensuring a consistent customer experience across various channels and touchpoints. .

Omnichannel 118

Omnichannel Touchpoint Social Media Customer Loyalty 118

Intercom, Inc.

JUNE 14, 2022

Tiered support refers to support models that are organized with multiple levels or tiers of support. These tiers are organized strategically to ensure that the appropriate actions can be taken efficiently and effectively to resolve any customer challenges or concerns.

Engineering 118

Engineering Customer Service Customer Experience 118

Intercom, Inc.

JUNE 14, 2022

Customer cohort analysis is the act of segmenting customers into groups based on their shared characteristics, and then analyzing those groups to gather targeted insights on their behaviors and actions.

Customer Loyalty 118

Customer Loyalty Sales 118

Intercom, Inc.

JUNE 14, 2022

A push notification is a short, typically clickable form of pop-up message that is sent directly to users’ devices. These messages notify users of useful information, including new product or app features, unread messages, special offers, among other timely updates. .

Social Media 118

Social Media Finance Government Sales 118

Intercom, Inc.

MAY 26, 2022

Customer onboarding is the process by which you welcome new customers and get them acquainted with your product. . It’s also the time when you can reduce any anxiety customers might have about your product and help educate them about how your product can best provide value. What does customer onboarding mean?

Start-ups 118

Start-ups Education Customer Experience 118

Intercom, Inc.

MAY 25, 2022

A marketing-qualified lead (MQL) is a qualified prospect who has interacted with a brand’s marketing content or marketing channels in a meaningful way but hasn’t yet engaged with the brand’s sales team. .

Sales 118

Sales 118

Intercom, Inc.

MAY 13, 2022

A marketing campaign is a well-planned and executed strategy for increasing brand recognition, engagement, sales, and/or customer loyalty. . There are many different types of marketing approaches that can be incorporated into a marketing campaign. Examples include: .

Social Media 118

Social Media Engineering Customer Loyalty Sales 118

Intercom, Inc.

MAY 13, 2022

Customer lifetime value (CLV, also known as CLTV), represents the total estimated amount a customer is expected to spend on your products or services over the course of their lifetime. To estimate CLV, you must first assign a specific value to each of your customers.

Customer Acquisition 118

Customer Acquisition Customer Loyalty Sales 118

Intercom, Inc.

MAY 13, 2022

Workforce engagement management refers to the technology that companies use to increase engagement among their customer service employees. This includes employee training tools, tools that monitor employee interactions with customers, and tools or strategies that motivate employees.

Customer Service 118

Customer Service Customer Expectations Technology Technology 118

Intercom, Inc.

MAY 13, 2022

In every business and industry, customers will have questions or need support before, during, and after a sale. Call centers have historically been a popular way to offer that support by employing customer service representatives to assist both inbound and outbound queries from existing and potential customers over the phone.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Intercom, Inc.

MAY 11, 2022

IVR stands for interactive voice response, and is a tool typically used to respond to customer queries at call centers. . IVR deflection is a specific technique that seeks to improve the IVR customer experience, allowing customers to have a multichannel experience. .

Contact Center 118

Contact Center Education Customer Service Technology 118

Zendesk

OCTOBER 18, 2022

Additional tips: Include a glossary for definitions surrounding your product or service. How to put it into practice: Create a customer community on your site that has links to frequently asked questions, and give users the option to leave comments or provide feedback. Create video tutorials. Write relevant how-to articles.

Social Media 98

Social Media Social Listening Customer Journey Map CX 98

Zendesk

JANUARY 19, 2022

You may want to provide a glossary of technical terms for customers, just in case. Create the content. Assign deliverables to your contributors and hold them accountable to deadlines. Ensure content is jargon-free and easy to understand.

Engineering 52

Engineering Legal Customer Satisfaction AI 52

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker. Customer Care … Customer Relationship Management … Customer Experience — what’s the difference?

CRM 66

CRM Non-Profits CEM Net Promoter Score 66

Comm100

FEBRUARY 7, 2018

But there might be other types of articles you need too — for example, step by step guides, visual references, glossaries, or feature lists. If you’re going for a simple FAQ-style knowledge base, you’ll usually only need one template style.

Start-ups 41

Start-ups Customer Service Education Customer Survey 41

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker. Customer Care … Customer Relationship Management … Customer Experience — what’s the difference?

CRM 59

CRM Non-Profits CEM Net Promoter Score 59

Comm100

AUGUST 21, 2018

You can also expand your chatbot’s glossary to help your chatbot better guide users towards resolution – regardless of their jargon. You can train your chatbot using real conversation logs, which helps it match user cues with the appropriate action as often as possible.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

You can also expand your chatbot’s glossary to help your chatbot better guide users towards resolution – regardless of their jargon. You can train your chatbot using real conversation logs, which helps it match user cues with the appropriate action as often as possible.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

Intercom

JULY 17, 2019

You could also dedicate some space at the start of the article to defining common terms, or link to a glossary – like our own Intercom Glossary – where you’ve defined these phrases in detail.

Education 122

Education Start-ups Gaming Customer Experience 122

Intercom, Inc.

JULY 16, 2022

A customer data platform is software that pulls in multiple data streams into one consistent database that helps to organize and manage customer data. .

E-commerce 118

E-commerce Social Media Compliance Construction 118

Intercom, Inc.

JUNE 14, 2022

Customer relationship management (CRM) is a strategy and methodology that revolves around using data and feedback to build authentic, meaningful relationships with prospects and customers, keeping them connected and loyal to your company.

Customer Relationship Management 118

Customer Relationship Management Customer Relationship CRM Social Media 118

Intercom

JULY 26, 2022

C ustomer experience (CX), or consumer experience, is the result of every interaction or touchpoint a customer has with your brand – both with your people and your products. .

Customer Experience 69

Customer Experience CX Omnichannel Touchpoint 69