Glossary

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A unit that measures how loud a sound is.

An incoming call from a customer that is waiting in a queue until an agent becomes available.

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

Comments and insights from customers about their experiences, collected formally or informally.

Software that analyzes conversations and messages to improve service quality.

International standards (set by ISO) used to measure and improve contact center quality and performance.

All steps a customer takes from first contact to post-sale support when engaging with a brand.

Tools that let customers solve issues or find information themselves without speaking to an agent.

A visual overview of every interaction a customer has with a company.

A suite of digital tools used to manage communication, workflows, and customer interactions.

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