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Definitions

Definitions of key contact centre terms and phrases.

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Sub Category

What Is Rapport?

What Is Rapport?

What Is Failure Demand?

What Is Failure Demand?

What Is Quality of Experience (QoE)?

What Is Quality of Experience (QoE)?

What Is Positive Scripting?

What Is Positive Scripting?

What Is WEM?

What Is WEM?

What Is a Net Promoter Score (NPS)?

What Is a Net Promoter Score (NPS)?

What Are Virtual Agents?

What Are Virtual Agents?

What Is Digital Customer Engagement?

What Is Digital Customer Engagement?

What Is Corporate Ethics?

What Is Corporate Ethics?

What Is Natural Language Processing (NLP)?

What Is Natural Language Processing (NLP)?

What Is Conversational Commerce?

What Is Conversational Commerce?

What Is an Employee Engagement Survey?

What Is an Employee Engagement Survey?

What Is IP Multimedia Subsystem (IMS)?

What Is IP Multimedia Subsystem (IMS)?

What Is Omnichannel CX Analytics?

What Is Omnichannel CX Analytics?

What Is Quiet Quitting?

What Is Quiet Quitting?

What Is Conversational Analytics?

What Is Conversational Analytics?

What Is Customer Sentiment?

What Is Customer Sentiment?

What Is Voice Design?

What Is Voice Design?

What Is WFM – Workforce Management?

What Is WFM – Workforce Management?

What Is Data Governance?

What Is Data Governance?

What Is Text Analytics?

What Is Text Analytics?

What Is Unified Customer Experience?

What Is Unified Customer Experience?

What Is Unified Communications as a Service?

What Is Unified Communications as a Service?

What Is Machine Learning?

What Is Machine Learning?

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