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CX Glossary
Know the terms that define our industry
Browse:
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
X
#
A
Abandoned Call Rate
Agent
Agent Collision Detection
Agent Satisfaction score (ASAT)
Artificial Intelligence (AI)
Average Handle Time (AHT)
Average Hold Time
Average Resolution Time
Average Response Time
B
Back Office Support
Baseline
Benchmarking
Business Hours
Business Process Outsourcing (BPO)
Business-to-Consumer (B2C)
Business-to-business (B2B)
C
Call Center
Canned Response
Capacity
Chat Support
Churn
Contact Rate
Content Moderation
Cost Per Resolution
Cost Per Ticket
Culture
Customer Care
Customer Effort Score (CES)
Customer Experience (CX)
Customer Experience Transformation
Customer Health Index (CHI)
Customer Lifecycle Management (CLM)
Customer Relationship Management (CRM)
Customer Satisfaction Score (CSAT)
Customer Segment
Customer Service
Customer Support
D
Deflection rate
Direct to Consumer (D2C or DTC)
Documentation
E
Email Support
Escalation
F
First Contact Resolution (FCR) Rate
First Response Time (FRT)
Full-Time Equivalent (FTE)
H
Handle Time
Help Desk
I
In-app Support
Interactive Voice Response (IVR)
K
First Contact Resolution (FCR) Rate
First Response Time (FRT)
Full-Time Equivalent (FTE)
M
Macros
Monthly Active User (MAU)
Multichannel Support
N
Net Promoter Score (NPS)
Net Revenue Retention (NRR)
O
Objectives and Key Results (OKR)
Occupancy Rate
P
Point of Contact (POC)
Preferred Communication Channel
Q
Quality Assurance (QA)
Quarterly Business Review (QBR)
R
Reassign
Replies Per Resolution
S
Service Level Agreement (SLA)
Special Purchase Order (SPO)
T
Terms of Service (ToS)
Ticket Backlog
Ticket Routing
Ticket Status
Ticket Volume or Total Tickets
Tickets Per Customer
Tiered Support
Tone
Triage
Turnaround Time (TAT)
Turnover Rate
U
User Experience (UX)
V
Voice of the Customer (VoC)
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