Customer Experience Definitions

  • C

    contact center as a service (CCaS)

    Contact center as a service combines the principles of contact center hosting and cloud-based contact center infrastructure. It enables companies to pay for only the infrastructure they need, and to have a provider manage assets for them.

  • contact center infrastructure

    A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.

  • contact center software

    Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents.

  • ContextAds

    ContextAds is a targeted advertising program designed for the Linden Lab Second Life virtual community... (Continued)

  • contextual marketing

    Contextual marketing is an online marketing model in which people are served with targeted advertising based on their current page or recent browsing behavior... (Continued)

  • conversational commerce (voice commerce)

    Conversational commerce is the process of interacting with a brand or buying a product or service through non-traditional channels, such as voice assistants, SMS text and online and social media chat.

  • conversational user interface

    A conversational user interface is the ability of artificial intelligence-supported chatbots to have verbal and written interactions with human users.

  • cost center

    Cost centers are a necessary evil in companies, departments that don't contribute to the bottom line but are essential to the everyday maintenance of business processes.

  • Cost Per Call

    In a call center, cost per call is a numerical metric calculated by dividing the total operational costs by the total number of calls for a given period of time... (Continued)

  • CPQ software (configure price quote software)

    Configure, price, quote (CPQ) is software that helps companies accurately define the price of goods by accounting for a variety of variables.

  • CRM (customer relationship management)

    Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and driving sales growth.

  • CRM analytics

    CRM (customer relationship management) analytics comprises all programming that analyzes data about customers and presents it to help facilitate and streamline better business decisions.

  • cross-media queuing

    In a call center, cross-media queuing describes the process of receiving and routing all incoming queries in the same way, whether the query comes in the form of a phone call, e-mail message, instant message, Web site submission, fax or interactive voice response (IVR) message.

  • cross-sell

    Cross-sell is a marketing term for the practice of suggesting related products or services to a customer who is considering buying something.

  • crowdcasting

    Crowdcasting is a problem-solving and idea-generating tactic in which a corporation disseminates details of a specific problem or situation to a carefully chosen group of people for possible solutions. The process is often conducted as a contest. The results may be used to resolve difficult or complex development and marketing issues... (Continued)

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