Glossary

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Outsourcing customer-facing tasks—like support or chat—to third parties to improve efficiency.

AI chatbots that help customers solve problems without human involvement.

Strategies to improve and control how customers experience a brand.

Key data points that show how well a company is meeting customer expectations.

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.

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