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A Scale-First COO is a Chief Operating Officer (COO) who prioritizes scalability and efficiency in business operations to support rapid growth and expansion. Unlike traditional COOs who may focus on optimizing existing processes and maintaining stability, a Scale-First COO adopts…

Search Engine Marketing (SEM) is a digital marketing strategy focused on increasing a website's visibility in search engine results pages (SERPs) through paid advertising. SEM primarily involves pay-per-click (PPC) campaigns, where advertisers bid on keywords relevant to their target audience.…

Search Engine Optimization (SEO) is the process of optimizing a website to improve its visibility and ranking in organic (non-paid) search engine results. SEO involves various strategies and techniques aimed at increasing the relevance and authority of a website in…

Shared Services is a business model where specific operational functions or support services are consolidated into centralized units and shared among multiple business units or departments within an organization. These centralized units, known as shared service centers, provide specialized services…

Single Customer View (SCV) is a comprehensive and unified representation of a customer's data and interactions across multiple touchpoints and channels within an organization. It consolidates data from various sources, such as sales, marketing, customer service, and online interactions, into…

Six Sigma is a data-driven methodology and quality management approach aimed at improving business processes by minimizing variability and defects. Originating from Motorola in the 1980s and popularized by companies like General Electric, Six Sigma focuses on identifying and eliminating…

Skills-Based Routing (SBR) is a contact center technology that intelligently routes incoming customer inquiries to the most suitable available agent based on predefined criteria such as skills, expertise, and availability. Instead of routing calls sequentially or randomly, SBR uses algorithms…

Social media ads are paid advertisements displayed on various social media platforms to reach target audiences, promote products or services, and achieve specific marketing objectives. These ads appear in users' social media feeds, alongside organic content, and can take various…

Social media marketing is a digital marketing strategy that involves using social media platforms to promote products, services, or brands and engage with audiences. It involves creating and sharing content on social media networks such as Facebook, Instagram, Twitter, LinkedIn,…

The Software Development Life Cycle (SDLC) is a structured process used by software development teams to design, develop, test, deploy, and maintain software applications. It encompasses a series of phases or stages that guide the progress of a software project…

Speech Analytics is a technology that automatically transcribes and analyzes spoken language to extract valuable insights from customer interactions. By analyzing recorded conversations from various communication channels such as phone calls, voicemails, and live chats, Speech Analytics can identify patterns,…

Super Agents are highly skilled and versatile customer service representatives who possess a wide range of knowledge, expertise, and capabilities to handle complex customer inquiries and issues effectively. Unlike traditional agents who may specialize in specific tasks or channels, Super…

A Supplier Code of Conduct is a set of principles and standards that outline the ethical and operational expectations for suppliers and vendors who do business with an organization. It serves as a framework for ensuring that suppliers align with…

A supply chain refers to the network of organizations, people, activities, information, and resources involved in the creation and distribution of goods and services from suppliers to end customers. It encompasses all stages of the product lifecycle, including procurement of…

Surveys are structured, predefined questions used to collect specific, quantitative data periodically through forms or interviews. Feedback is unstructured, open-ended responses providing qualitative insights, often gathered continuously through comments or emails. Surveys are easy to analyze but may lack depth,…

A sustainability report is a comprehensive document produced by organizations to communicate their environmental, social, and governance (ESG) performance and impacts. It provides stakeholders, including investors, customers, employees, and the community, with transparent information about the organization's sustainability practices, initiatives,…