Glossary

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  • September 22, 2025
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Experience Analytics

Analyzing customer interactions across various channels to understand and improve how people experience a brand.

  • September 22, 2025
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DSAT (Dissatisfaction Score)

A metric used to measure customer dissatisfaction after an interaction, typically gathered through post-service surveys. Helps identify areas needing service improvement.

  • September 22, 2025
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Feedback Management

Collecting, analyzing, and acting on customer feedback to improve products, services, and overall satisfaction.

  • September 22, 2025
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Dual Recording

A method that records both agent and customer audio on separate channels, allowing for clearer playback, detailed analysis, and improved quality monitoring in contact centers.

  • September 22, 2025
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Dual Tone Multifrequency (DTMF)

The system behind the beeping tones you hear when pressing keys on a phone—it sends number signals using sound.

  • September 22, 2025
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Dynamic Scheduling

A scheduling method where software adjusts task priorities in real time based on changes or new conditions.

  • September 22, 2025
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Echo Cancellation

Technology used to reduce or eliminate echo on a voice call, improving clarity for better speech recognition and understanding.

  • September 22, 2025
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Ecommerce Customer Experience Software

Tools that help online stores personalize shopping, understand customer behavior, and provide support to improve the buying experience.

  • September 22, 2025
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Education Customer Experience

The full experience that students, applicants, or faculty have with an educational institution—how they communicate, access services, and get support.

  • September 22, 2025
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Education Customer Experience Solutions

Platforms and tools that help schools and universities improve student engagement, communication, and support throughout the learning process.