Glossary

one that has its call center technology in the cloud, hosted and supported by a third-party vendor.

A cloud contact center is a web-based customer service solution that eliminates the need for on-premise hardware and software. It uses the internet and cloud computing to provide businesses with a scalable, cost-effective, and feature-rich platform for managing customer interactions.

CPG stands for Consumer Packaged Goods, referring to products that are sold quickly and at a relatively low cost. These goods are used by consumers on a daily basis and include items such as food and beverages, toiletries, cleaning products,…

A contact center is a central point from which organizations manage all customer interactions across various channels. Their primary purpose is to offer customers efficient and effective technical support, customer service and sales assistance.

Contact Center Applications refer to software solutions and tools used by contact centers to manage customer interactions, streamline operations, and enhance the overall customer experience. These applications encompass a wide range of functionalities, including call routing, interactive voice response (IVR),…

A Contact Center Associate, also known as a Contact Center Agent, is a frontline representative responsible for handling customer inquiries, requests, and issues via various communication channels, such as phone, email, chat, and social media. Contact Center Associates play a…

Contact Center Management encompasses the processes, strategies, and practices involved in overseeing and optimizing the operations of a contact center to deliver efficient, high-quality customer service and support. It includes aspects such as workforce management, performance monitoring, resource allocation, technology…

contracting a team of agents that work outside of your company. It helps your business prioritize what's important (not that customer support isn't, of course) by freeing up your workforce to supply the services it's best at.

A content manager is a professional responsible for overseeing the creation, development, and management of content across various digital platforms, such as websites, blogs, social media channels, and email newsletters. The role of a content manager involves developing content strategies…

Content marketing is a strategic approach to marketing that focuses on creating and distributing valuable, relevant, and consistent content to attract and engage a specific audience. Rather than directly promoting a brand, product, or service, content marketing aims to provide…

Content Moderation refers to the process of monitoring, reviewing, and managing user-generated content (UGC) on digital platforms to ensure compliance with community guidelines, terms of service, and legal regulations. It involves assessing content for inappropriate, harmful, or offensive material, and…

Contract compliance refers to the process of ensuring that all parties involved in a contract fulfill their obligations and responsibilities as outlined in the agreement. It involves monitoring and verifying that contractual terms, conditions, and requirements are met throughout the…

A Contract Term refers to the duration or period of time for which a contract is valid and enforceable between parties. It specifies the start date and end date of the contractual agreement, as well as any conditions or terms…

Conversational AI, also known as chatbots or virtual assistants, refers to artificial intelligence technologies that enable natural language interactions between humans and computers. These systems use natural language processing (NLP) and machine learning algorithms to understand and respond to user…

Cost avoidance refers to the strategic actions taken by organizations to prevent or minimize costs that would otherwise be incurred in the normal course of business operations. Unlike cost reduction, which involves cutting existing expenses, cost avoidance focuses on preventing…

Cost breakdown refers to the process of analyzing and categorizing the various components or elements that contribute to the total cost of a product, service, project, or operation. It involves identifying and itemizing all expenses, including direct costs (such as…

COTS (Commercial Off-The-Shelf) software refers to pre-packaged software applications or systems that are commercially available and ready for purchase or licensing from software vendors. These software products are designed to meet the needs of a wide range of users or…

CPC, or cost-per-click, is a pricing model used in online advertising, where advertisers pay a fee each time a user clicks on their ad. It is a common payment structure for pay-per-click (PPC) advertising campaigns, where advertisers bid on keywords…

Cross-Selling: Cross-selling involves recommending related or complementary products or services to customers based on their current purchase or interests. The aim is to increase the average order value by offering additional items that complement or enhance the primary purchase, leading…

Cross-selling is a sales technique where a company promotes additional products or services to an existing customer who has already made a purchase. The goal of cross-selling is to encourage customers to buy complementary or related products that enhance their…

Customer Acquisition refers to the process of attracting and converting new customers to purchase a product or service from a business. It involves various marketing and sales strategies aimed at identifying potential customers, generating leads, nurturing prospects, and ultimately persuading…

Customer Analytics involves the use of data analysis techniques to gain insights into customer behavior, preferences, and trends. It encompasses the collection, processing, and interpretation of customer data from various sources, such as transaction records, website interactions, and social media…

Customer Assist refers to the support and assistance provided to customers by businesses to address their inquiries, concerns, or issues. This assistance can be offered through various channels, including phone, email, chat, social media, and self-service portals. Customer assist aims…

Customer care encompasses the actions and processes undertaken by a business to ensure the satisfaction and well-being of its customers throughout their journey with the company. It involves providing assistance, support, and guidance to customers before, during, and after their…

Customer Effort Score (CES) is a metric used to measure the level of effort required by customers to complete a specific task or interaction with a company. It is typically assessed through post-interaction surveys where customers are asked to rate…