Customer Experience Definitions

  • A

    Aura framework

    Aura is a user interface framework for developing dynamic Web apps for mobile and desktop devices.

  • Automatic Call Distributor (ACD)

    An Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions.

  • automatic callback

    Automatic callback is a telephone system feature that permits a caller who gets a busy signal to instruct the system to establish the connection when the line becomes available... (Continued)

  • autoresponder

    An autoresponder is a computer program that automatically sends an email, SMS or a series of emails to a contact list subscriber based on time or event triggers.

  • average handle time (AHT)

    Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction.

  • average order value

    Average order value is a metric used to track the health of a business.

  • B

    B2C (Business2Consumer or Business-to-Consumer)

    B2C is short for business-to-consumer, or the retailing part of e-commerce on the Internet.

  • BANT

    BANT is an acronym that stands for “Budget, Authority, Need, Timing.”

  • bid for placement

    Bid for placement is a paid inclusion search engine marketing model in which advertisers select keywords and bid per click for first link placement in search results using those terms.

  • big data CRM (big data customer relationship management)

    Big data CRM (big data customer relationship management) refers to the practice of integrating big data into a company's CRM processes with the goals of improving customer service, calculating return on investment on various initiatives and predicting clientele behavior.

  • blended agent

    A blended agent, in a call center or contact center context, is an agent who manages both incoming and outgoing calls and applications as needed.

  • brand ambassador

    A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title.

  • brand loyalty

    Brand loyalty is an emotional tie to a brand that leads to a consumer to continue and expand their purchases for products from the same brand.

  • brand recognition

    Brand recognition is the extent to which a consumer can correctly identify a particular product or service just by viewing the product or service's logo, tag line, packaging or advertising campaign.

  • build to order

    Build to order is a methodology and manufacturing practice where a product is created once a confirmed order is received.

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