Announcing our Best-In-Class Glossary of Contact Center Terms
NICE inContact
JANUARY 22, 2020
To help your contact center stay on top of these industry terms, we’ve built a new best-in-class glossary!
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Creating a Customer Journey Glossary
Kitewheel
APRIL 9, 2020
To bring clarity to the customer journey software space, Kitewheel has created our Customer Journey Glossary. While we define many other terms inside the Customer Journey Glossary, understanding the background of a journey advocate is a great place to start. Journey Advocate. A journey advocate has several crucial qualities.
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Customer Support Glossary (A-Z)
kommunicate
MARCH 27, 2019
The post Customer Support Glossary (A-Z) appeared first on Kommunicate Blog. In this post, we have listed the A-Z customer support terms and definitions. Average Problem Resolution Time Canned Responses Frequently Asked Questions (FAQ) [.].
The Complete Glossary of Common Customer Service & Support Lingos
ProProfs Chat
JUNE 26, 2020
To help you get started, we’ve prepared a small customer support glossary below. Feedback, in the customer service glossary, is defined as a customer’s opinion of their experience with your company and how you could improve as a service provider. Let’s explore the customer support terminology list. LEARN MORE > F. Conclusion.
Customer Service 
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The Data Intelligence Glossary for Recruiting and HR Professionals
Advertiser: ZoomInfo
As a recruiter, your goal is to place the right candidates at the right jobs or into ideal accounts. In today’s competitive marketplace, doing so is harder than ever.
Customer Experience & Customer Communications Management Glossary v3
Topdown
SEPTEMBER 18, 2017
As customer communications management (CCM) continues to modernize and expand in scope, taking its place among other customer experience (CX) technologies, we periodically update our CX & CCM Glossary.
New Resource: Beta Test Management Glossary
Centercode
NOVEMBER 1, 2023
Beta testing has a lot of terminology. Those familiar with beta throw around terms like beta applicant, feedback loop, and test platform because we use these terms every day. However, it’s important to make sure that for members of your team that don’t manage betas day-in and day-out, there’s an agreed upon set of terms […]
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Customer Experience & Customer Communications Management Glossary v2
Topdown
FEBRUARY 25, 2016
We’ve really expanded our discussion of customer communications management (CCM) and customer experience (CX) lately, so we wanted to add some of the terms we frequently use to the CX and CCM Glossary we published a few months ago.
A Complete Glossary of the Most Important Contact Center Metrics
Advantage Communications
JULY 6, 2021
Your customer service program is a fundamental component of your customer experience (CX). Great customer service is important to your business because it empowers your company to drive up customer satisfaction, improve customer loyalty and increase sales.
The top 9 customer success metrics for 2024
ChurnZero
DECEMBER 19, 2023
Here are how the top nine customer success metrics tallied up, with links to their definitions and examples from our Churnopedia metrics glossary. Net revenue retention (NRR) was the top metric at the end of 2023, according to our annual survey of customer success leaders. Net revenue retention (NRR). Churn rate. Expansion revenue.
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WFM from A to Z: Must-Know Contact Center Terms
Playvox
JUNE 23, 2021
It’s a challenge to keep track of every individual term and its definitions, so we put together a comprehensive glossary of the most frequently used and difficult-to-define words that contact center professionals rely on to make sense of their world at work.
What do Talkdeskers have to say about Diversity, Equity and Inclusion?
Talkdesk
JULY 7, 2020
Please check the available glossary here. As the chance to come together physically was temporarily put on hold for social and cultural minorities, Talkdesk provides a platform and proudly encourages everyone to raise their voice. WeStandStrong. The community is also referred to as simply LGBT or LGBTQIA. Want to know more?
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What’s New & Exciting in the Latest JD Edwards E1 Release 24
Circular Edge
DECEMBER 13, 2023
which supports Applications 9.2 and is only available for 64-bit Tools Foundation.
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What’s New & Exciting in the Latest JD Edwards E1 Release 24
Circular Edge
DECEMBER 13, 2023
which supports Applications 9.2 and is only available for 64-bit Tools Foundation.
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Customer Success and finance: 8 metrics to build closer alignment
ChurnZero
JUNE 9, 2023
Visit and bookmark our glossary of SaaS and Customer Success metrics to explore more terms, metrics, and formulas that every CS leader should know. Use a common language to explain your logic. The more comfortable finance is with the metrics behind your plan, the more confident they’ll feel supporting it.
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Creating Business Logic for CCM and Customer Experience
Topdown
APRIL 28, 2016
As we define it in our Customer Experience and Customer Communications Management Glossary , business logic is software programming that sets real-world business rules to determine how data or information can be created, displayed, stored, changed and shared; in customer communications management (CCM), it can also be the mechanism by which an end (..)
Customer Experience Strategy: An A to Z Glossary
Lumoa
MARCH 20, 2018
Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.
7 Contact Center Glossary Terms You Need to Know
NICE inContact
JANUARY 31, 2019
The post 7 Contact Center Glossary Terms You Need to Know appeared first on NICE inContact Blog. And, of course, as promised, there are many other terms… from Average Handle Time, and other common operational metrics, to Wrap-up codes or Workforce Optimization.
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Q&A recap | 2022 SaaS retention benchmarks
ChurnZero
JUNE 24, 2022
It’s a glossary of the metrics, formulas, and terms CS professionals must know to understand the health of their SaaS business. Anyway, I’ve seen support and implementation specialists in COGS and the rest in sales and marketing. Want to brush up on your Customer Success and SaaS metrics? Give our Churnopedia a whirl.
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98 Demonstrating Customer Engagement Success through ROI Models
Verint
OCTOBER 23, 2017
The toolkit comes with several files including a glossary of ROI terms, the four fundamentals for calculating ROI, a module on understanding the key concepts and logic around ROI, and comprehensive Excel templates that you can use right away. While the HBR ROI tools cost $29.95, they are well worth the investment.
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Top BOB Blog Posts for 2017: Data Science, Machine Learning and Customer Analytics Best Practices
Bob Hayes
DECEMBER 17, 2017
I put together a glossary of terms that you will commonly hear when data professionals discuss data science. Data science is essentially a way to extract insight from data using these three skills.
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The road to customer centricity – where to begin?
ECXO
MAY 11, 2023
appeared first on ECXO - European Customer Experience Organization.
Developer Documentation Portal Refresh
Lithium
MAY 28, 2019
Look for a glossary feature and more code examples in the Khoros Care API reference. We’ll try to do our best. In the second half of the year, we will begin to migrate the Khoros Marketing API documentation and adding some other bells and whistles to the Portal. We hope you like the improvements!
Developer Documentation Portal Refresh
Lithium
MAY 28, 2019
Look for a glossary feature and more code examples in the Khoros Care API reference. We’ll try to do our best. In the second half of the year, we will begin to migrate the Khoros Marketing API documentation and adding some other bells and whistles to the Portal. We hope you like the improvements!
Developer Documentation Portal Refresh
Lithium
MAY 28, 2019
Look for a glossary feature and more code examples in the Khoros Care API reference. We’ll try to do our best. In the second half of the year, we will begin to migrate the Khoros Marketing API documentation and adding some other bells and whistles to the Portal. We hope you like the improvements!
Developer Documentation Portal Refresh
Lithium
MAY 28, 2019
Look for a glossary feature and more code examples in the Khoros Care API reference. We’ll try to do our best. In the second half of the year, we will begin to migrate the Khoros Marketing API documentation and adding some other bells and whistles to the Portal. We hope you like the improvements!
Developer Documentation Portal Refresh
Lithium
MAY 28, 2019
Look for a glossary feature and more code examples in the Khoros Care API reference. We’ll try to do our best. In the second half of the year, we will begin to migrate the Khoros Marketing API documentation and adding some other bells and whistles to the Portal. We hope you like the improvements!
Top BOB Blog Posts for 2017: Data Science, Machine Learning and Customer Analytics Best Practices
Bob Hayes
DECEMBER 17, 2017
I put together a glossary of terms that you will commonly hear when data professionals discuss data science. Data science is essentially a way to extract insight from data using these three skills.
Analytics 40
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Q&A recap | 2022 SaaS retention benchmarks
ChurnZero
JUNE 24, 2022
It’s a glossary of the metrics, formulas, and terms CS professionals must know to understand the health of their SaaS business. Anyway, I’ve seen support and implementation specialists in COGS and the rest in sales and marketing. Want to brush up on your Customer Success and SaaS metrics? Give our Churnopedia a whirl.
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18 Best Websites to Learn Computer Troubleshooting and Tech Support
transcosmos Information Systems
JANUARY 23, 2017
It has a very organized look to it featuring a forum, glossary, and tutorials to help you find information about various computer issues fast. Here’s a rundown of the top websites, in alphabetical order, which can provide you the proper know-how in computer troubleshooting and tech support: 1. Bleeping Computer. BrightHub.com.
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48 SEO Best Practices: Increase Click-Through Rate From SERPs
ReviewTrackers
JULY 31, 2017
You can also achieve the same thing with a Glossary section near the end of the page. If you are struggling to write all these “is” statements in a natural way, consider including a Summary at the top of the page, where you detail the main parts of the content and include the necessary explanations.
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A Journey Mapping Glossary
SuiteCX
JUNE 1, 2015
Terms associated with Journey Mapping. Every discipline has its own set of rhetoric, catch-phrases and dreaded TLAs (three-letter acronyms). We thought we would take a moment to define some of the terms that are commonly used within the customer experience and journey mapping disciplines.
7 Ways to Reduce Average Handling Time in your Call Center
LiveChat
APRIL 25, 2016
So prepare a glossary of problems that may occur related to the nature of business. Lack of a well prepared Glossary that holds all about the business or lack of a workflow chart makes the delay unavoidable. Also, make ‘Quick How to’ guides that help to get the things done speedily. And most of the times it is not very conspicuous.
Build a robust text-based toxicity predictor
AWS Machine Learning
DECEMBER 6, 2022
Hugging Face Glossary. Toxicity Detection in online Georgian discussion. Toxicity detection sensitive to conversational context. Toxicity Detection: Does Context Really Matter? Hugging Face Trainer class. Intriguing properties of neural networks. About the Authors.
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Making the jump from Customer Success to CEO with FranConnect’s Gabby Wong
ChurnZero
DECEMBER 9, 2022
Use this SaaS and Customer Success glossary to learn the terms, metrics, and formulas that every business leader needs to know to prove their value as a strong decision maker and become a top contender for CEO. The post Making the jump from Customer Success to CEO with FranConnect’s Gabby Wong appeared first on ChurnZero.
Managing virtual teams: 9 tips for managing remote teams successfully
Qualtrics
MARCH 17, 2020
Their English might be excellent, but if it’s a second language for them, then they may still struggle to understand colloquialisms or slang.
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3 patient experience problems that can be tackled with CX solutions
Qualtrics
SEPTEMBER 23, 2019
Use glossaries or other ways to highlight, in simple terms, what cannot be changed. How to embrace clear communication: Utilize tools and services, like the Health Literacy Advisor (HLA), or bringing in clear communication consultants. Create internal guides and an internal campaign. Engage a customer communications review board.
Holiday Email Subject Lines to Woo Your On the Go Subscribers
LiveChat
DECEMBER 7, 2018
Quick tip: While most ESPs have a glossary of commonly used emojis, you can copy relevant emoji from here and paste it wherever needed. Stand out from a sea of words by using emojis in your subject lines. Interestingly, by using emoji in their email lines, 56% of brands observed a higher open rate.
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28 Survey Reporting: How to Communicate Your Survey Results
GetFeedback
JULY 1, 2019
Appendices : Provides supporting material including the actual survey and glossary of terms. Survey results : This is the main body, which provides important statistics and actions that should be taken. Prioritize and visualize. Your report will include a lot of statistics, but it’s important to prioritize them.
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Boost Confidence and Customer Service With AI-Driven FAQ Software
Inbenta
AUGUST 3, 2021
FAQs briefly cover general topics, while a knowledge base works as a sort of searchable conglomeration of available information – including, of course, the answers to FAQs, but also user guides, tutorials, manuals, glossaries, or other technical documentation.
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What is support and help desk ticket analysis?
Keatext
MARCH 10, 2022
The post What is support and help desk ticket analysis? appeared first on Keatext.
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What is text analytics and text analysis?
Keatext
MARCH 1, 2022
The post What is text analytics and text analysis? appeared first on Keatext.
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Net Revenue Retention vs. Gross Revenue Retention: Explained
ChurnZero
JULY 2, 2021
Churnopedia: A Glossary of SaaS Definitions & Metrics for Customer Success. You need to breed consistency and dependability with how your internal team works together and with the customer to build a strong brand and experience. . Want to learn more about the metrics that matter in Customer Success? Customer Success Around the Web.
Brand Reputation: Manage Reviews and User-Generated Content
Keatext
OCTOBER 18, 2022
The post Brand Reputation: Manage Reviews and User-Generated Content appeared first on Keatext.
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