June 9, 2023 Glossary Term Customer Effort Score (CES) Customer effort score or CES is a customer satisfaction metric used to measure the ease of a customer's experience by asking them on a five-point scale, from "Very Difficult" to "Very Easy," to describe the effort required to use a product or service with
June 9, 2023 Glossary Term Customer Churn Customer churn refers to customers or subscribers who have ceased doing business with a company over a certain amount of time.
June 9, 2023 Glossary Term Customer Care Customer Care is the quality of a customer's interaction with an organization.
June 9, 2023 Glossary Term Customer Attrition Customer attrition, customer turn, turnover, or defection - is the result of clients and customers terminating their relationship with a brand.
June 9, 2023 Glossary Term Customer Assist Customer Assist is TTEC's customer-facing intelligent virtual assistant (IVA) chat solution that provides 24/7 service, directly handles customer queries, and escalates to an associate as needed.
June 9, 2023 Glossary Term Cross-selling Cross-selling describes when a company suggests and sells complimentary or other products to existing customers during the buying process or expanding the number of the customer is currently purchasing from you.
June 9, 2023 Glossary Term Content Moderation Content Moderation surveys and implements an established set of rules and guidelines for user-generated content to determine if the submission is appropriate.
June 9, 2023 Glossary Term Contact Center Software Contact Center Software are applications built on top of contact center technology hardware to enable customer interactions either on-premise or in the cloud.
June 9, 2023 Glossary Term Contact Center Outsourcing The process of recruiting resources for a contact center outside of its organization to fill a task.
June 9, 2023 Glossary Term Contact Center Management Contact Center Management (or Call Center Management) is the specific way companies manage the daily operations and agent performance in the call center work environment to enable superior contact center performance and exemplary customer satisfaction sco
June 9, 2023 Glossary Term Contact Center Associate / Contact Center Agent Contact Center Associates or Agents or customer service/sales professionals that manage phone, email, live chat, and support tickets for organizations.
