Glossary

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Comprehensive tools and strategies used to upgrade how customers experience a brand.

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.

Tools and services that help companies deliver better customer interactions.

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.

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