Reference

Glossary

A glossary of customer experience, Net Promoter Score, customer feedback and contact-centre terms — written for B2B leaders.

Abandon Call

Abandon Call Rate

Abandon Call Rate (ACR)

Automatic Call Distribution (ACD)

Average Handle Time (AHT)

Average Speed of Answering (ASA)

Best – Worst Survey Approach

Cross-sell

Customer Experience

Customer Experience Management

Customer Lifecycle

Customer Loyalty

Customer Onboarding

Customer Relationship Management systems (CRM)

Customer Retention

Customer Satisfaction (CSAT)

Customer Satisfaction Score / Customer Satisfaction Index

Customer Save Program

Dialler (or Predictive Dialler)

Event Based Marketing

Grade of Service (GOS)

Interactive Voice Response (IVR)

Loyalty Program Breakage Rates

Marketing Scorecard / Marketing Dashboard

Net Promoter Score

Next Logical Product

Occupancy

Product and Service Bundling

Right Party Connect

Service Level

Service Level Agreement (SLA)

Silent Attrition

Telephone Service Factor (TSF)

Up Sell

Winback Programs

Work Force Management Tools (WFM)