Glossary

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  • 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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Digital Call Center

A support center that helps customers through digital platforms like email, SMS, chat, and social media instead of traditional phone lines.

  • September 22, 2025
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Digital Channel

Any online method a customer uses to contact a business, like chat, email, or social media.

  • September 22, 2025
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Digital Communication

The use of digital tools—like email, text, or messaging apps—to send or receive information.

  • September 22, 2025
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Digital Customer Experience

The full experience a customer has when interacting with a business through digital platforms like websites, apps, or email.

  • September 22, 2025
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Digital Customer Service

Support provided to customers through digital platforms, such as live chat, email, or messaging apps.

  • September 22, 2025
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Digital CX

The complete journey and impressions a customer has while engaging with a brand through digital means.

  • September 22, 2025
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Digital Messaging

Messaging systems that allow agents to talk with customers on their preferred platforms, offering personalized help at scale.