Customer Experience Definitions

  • S

    showrooming (reverse showrooming)

    Showrooming is the practice of examining a product in a brick-and-mortar store, then purchasing it online for a lower price.

  • silent attrition

    Silent attrition is a situation in which customers stop patronizing a business without any communication.

  • silent monitoring

    Silent monitoring refers to the practice of call center managers or senior agents listening to the interaction between an incoming caller and an agent. Silent monitoring is generally used in training and to ensure that customer service and productivity goals are being met.

  • skill-based routing (SBR)

    Skill-based routing (SBR) is a component of automatic call distributor (ACD) systems that filters and directs incoming inquiries to call center agents with the most applicable skill sets.

  • social CRM

    Social CRM, or social relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites, such as Twitter and Facebook.

  • social media influence

    Social media influence is a marketing term that describes an individual’s ability to affect other people's thinking in a social online community.

  • social media listening

    Social media listening, also known as social media monitoring, is the process of identifying and assessing what is being said about a company, individual, product or brand.

  • social selling

    Social selling is a B2B and B2C social media marketing (SMM) strategy that utilizes social networking sites and applications to generate leads, sales or one-on-one relationships with consumers.

  • speech analytics

    Speech analytics is the process of analyzing voice recordings or live customer calls to contact centers with speech recognition software to find useful information and provide quality assurance.

  • speech recognition

    Speech recognition, or speech-to-text, is the ability for a machine or program to identify words spoken aloud and convert them into readable text.

  • T

    talk time

    In customer relationship management (CRM), talk time is the amount of time a call center agent spends with a caller during a transaction.

  • TAM SAM SOM

    TAM SAM SOM is a set of acronyms used to quantify the business opportunity for a brand in a given market.

  • technology buying team

    A technology buying team is a committee within a company whose members are responsible for making software and hardware buying decisions.

  • Thunder (Salesforce Thunder)

    Salesforce Thunder is a big data pipeline and rules engine designed to capture, filter and respond to events in real time; the platform was created to operate in streaming scenarios such as machine-to-machine (M2M) and Internet of Things (IoT) environments.

  • transactional marketing

    Transactional marketing is a business strategy that focuses on single, "point of sale" transactions. The emphasis is on maximizing the efficiency and volume of individual sales rather than developing a relationship with the buyer. (Continued)

  • V

    viral marketing

    Viral marketing is any marketing technique that induces websites or users to pass on a marketing message to other sites or users, creating a potentially exponential growth in the message's visibility and effect.

  • virtual agent

    A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is a software program that uses scripted rules and, increasingly, artificial intelligence applications to provide automated service or guidance to humans.

  • virtual assistant (AI assistant)

    A virtual assistant is an application program that can understand natural human language, speak natural language and complete electronic tasks for the end user.

  • Visualforce

    Visualforce is a component-based user interface (UI) framework that enables the creation of dynamic, reusable user interfaces.

  • voice of the customer (VOC)

    Voice of the customer (VOC) is the component of customer experience that focuses on customer needs, wants, expectations and preferences.

  • voice recognition (speaker recognition)

    Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and carry out spoken commands.

  • W

    Workforce management (WFM) software

    Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are paid on an hourly basis.

  • workforce optimization (WFO) software

    Workforce optimization (WFO) software is a program suite that combines recording, quality management (QM) and other call center technologies into one console with the purpose of optimizing call center performance.

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