Glossary
We tend to use terms familiar to those who operate in customer-facing roles. Nonetheless, we thought we should add a glossary for those who might need it.
- 360-Degree View of Customer
- A system or group of systems that provides a view of every interaction and product for a given customer. Such systems capture all products and all contacts that customers make regardless of how they make contact.
- ACSI: American Customer Satisfaction Index
- The ACSI is a national survey of seventy thousand customers that occurs each month in the United States. It is used as a benchmark of attitudes toward companies across forty-three industries and is the most commonly quoted of such surveys.
- ANI: Automatic Number Identification—See CLI
- APM: Agent Performance ...
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