Welcome to our Contact Center Consulting Glossary, a comprehensive resource designed to help you navigate the intricate world of contact center operations and management. In this glossary, you will find concise explanations and definitions for key terms, acronyms, and concepts commonly used in the contact center industry. Whether you're a seasoned professional looking to refresh your knowledge or a newcomer seeking to grasp the fundamentals, this glossary is your go-to reference for unraveling the complexities of contact center consulting.
Customer Service Representatives (CSRs)
An individual employed by a company or organization to interact with customers and provide assistance, support, information, and solutions to customer inquiries and concerns. Also known as Customer Service Specialists (CSS), agents, advisors, etc.
Customer Service Specialist (CSS)
See Customer Service Representative (CSR)
Customer Surveys
Structured questionnaires or feedback forms designed to collect insights, opinions, feedback, and preferences from customers regarding their experiences with a product, service, or brand.
Dashboard
A visual representation of important metrics, key performance indicators (KPIs), and real-time data that offers an at-a-glance view of the center's performance and operations.
Defect
An error or an undesired result that is different from the planned or expected outcome.
Deferred Transactions
A transaction where the customer is not actively engaged in the queue time and may not be actively engaged with an agent. Typically, these transactions will get a response in hours or days.
Detractor
See Net Promoter Score (NPS).
Digital Channel
A method of support in which the service is provided by an electronic system and an agent is not involved. Examples include services provided by digital applications, interactive voice response (IVR) and automated teller machines.
Digital Customer Experience
The overall quality of the customer's interactions and engagement with a company through digital channels and touchpoints.
Digital Customer Experience Management (CXM)
The strategic approach and set of practices that organizations use to plan, deliver, optimize, and continuously improve the quality of customer experiences across digital channels and touchpoints.
Digital Transformation
The strategic process through which organizations adopt and integrate digital technologies, tools, and practices to fundamentally enhance and modernize customer service operations.
Digital Transformation Course
An educational program or training offering designed to help professionals, including contact center managers, agents, and IT staff, understand and navigate the process of digital transformation within their organizations.
Disaster Recovery
A comprehensive strategy and set of processes to ensure business continuity and data integrity in the event of a major disruption or disaster.