Glossary

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  • September 22, 2025
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Banking CX

The collective efforts to make every customer feel valued during interactions with a bank, encompassing perceptions and experiences across the entire customer journey.

  • September 22, 2025
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Bot

Software that automates tasks traditionally done by humans. See also: Chatbot.

  • September 22, 2025
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Bulk SMS Sender

An application that enables users to send out mass text messages to communicate with large groups of customers.

  • September 22, 2025
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Call Avoidance

Intentional actions by agents to avoid handling calls, such as disconnecting the phone, transferring calls excessively, taking long breaks, or deliberately extending call durations.

  • September 22, 2025
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Call Center Agent Scorecard

A performance tracking tool used to evaluate agent quality through metrics like procedure compliance, response time, and customer satisfaction.

  • September 22, 2025
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Call Center Agent Software

Applications used by agents to access customer information, manage interactions, and perform day-to-day tasks efficiently.

  • September 22, 2025
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Call Center CRM

A system that provides agents with customer data and interaction history to deliver personalized and informed service.

  • September 22, 2025
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AI Customer Experience

Using AI to enhance and personalize how customers interact with a business.