June 13, 2023 Glossary Term Predictive Analytics Predictive Analytics is the use of big data, Artificial Intelligence, advanced algorithms, and intuitive machine learning techniques to create predictions about future results based on historical data.
June 13, 2023 Glossary Term Performance-based Contracts Performance-based contracts are contract terms that reward the partner for results and achievements rather than operational milestones.
June 13, 2023 Glossary Term Outsourcing Outsourcing is a process in which an organization recruits another organization or individual to carry out tasks, handle operations, or provide services.
June 13, 2023 Glossary Term Outbound Call Center An Outbound Call Center (or Outbound Contact Center) is a common business process outsourcing service used in the United States and other countries where call center agents perform sales and marketing activities like cold calling, B2B lead generation, and
June 13, 2023 Glossary Term Onshore Outsourcing Onshore Outsourcing or Domestic Outsourcing is recruiting services from outside of an organization but within the same country.
June 13, 2023 Glossary Term Omnichannel Support When using Omnichannel Support, call centers gain the ability to communicate with customers on the channel they prefer, every time an organization interacts with its customers.
June 13, 2023 Glossary Term Omnichannel Customer Service Omnichannel Customer Service (or Omni Channel Customer Service) is the seamless delivery of consistent service across multiple channels in real time.
June 13, 2023 Glossary Term Omnichannel Customer Experience An Omnichannel Customer Experience connects individual customer touchpoints over multiple channels to allow seamless transitions from one device to another.
June 13, 2023 Glossary Term Omnichannel Omnichannel is a cross-channel customer engagement strategy that businesses utilize to improve the customer experience.
June 13, 2023 Glossary Term Offshoring Offshoring is the transferring activities or ownership of a complete business process to a different country from the country (or countries) where the company receiving the services is located.
June 13, 2023 Glossary Term Offshore Outsourcing Offshore Outsourcing is when an organization recruits a third party supplier to conduct operations from an outside country.
June 13, 2023 Glossary Term Next Best Action Next Best Action solutions are part of an AI-powered decisioning hub that’s based on a deep understanding of a specific customer’s unique journey and delivers proactive and personalized customer experiences in the moment.
