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!

Contact Center 62

Contact Center Best practices Call Center 62

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.

Customer Experience 59

Customer Experience Management 59

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.

Contact Center 94

Contact Center Metrics Sales Customer Service 94

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.

Metrics 52

Metrics Finance Surveys Marketing 52

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.

Contact Center 52

Contact Center Call Center 52

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?

Government 91

Government 91

Certified Languages International

NOVEMBER 5, 2021

And for anyone who is ready to apply, or just looking to hone your medical interpreting skills, Mariana shared some of her favorite resources: a medical glossary of terms and an interpreter training manual. They include plenty of helpful resources and even handbooks on the certification process. .

Healthcare 98

Healthcare Education Personalization Management 98

Certified Languages International

OCTOBER 29, 2020

Create glossaries. Making glossaries is a great practice for all industries that you service as a language professional. The LEP consumer may also want to know when and how to start paying their mortgage, so be ready to take detailed notes.

Call flow 52

Call flow Finance Scripts Banking 52

5CA

MARCH 6, 2019

If you are new to customer service you probably already realized that the industry has its own set of terms. Some of them are pretty straight forward but, others can seem like a whole other language.

Customer Service 40

Customer Service 40

Salmat

SEPTEMBER 5, 2019

Read our print jargon-busting glossary so you sound like an expert when ordering your next flyer campaign. Don’t know your CMYK from your YMCA?

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Certified Languages International

MARCH 4, 2021

Instead, ask for a spelling when needed, and look up information quickly and effectively by having your online glossaries bookmarked and ready to go. Clarify any information or medical term that you are not sure about. It’s never OK to skip a condition or a medication name. This can happen to anyone.

Consulting 98

Consulting Consulting Personalization Healthcare 98

Fonolo

FEBRUARY 23, 2022

The Ultimate C all Center Security Checklist Glossary. Though the Checklist is a helpful tool to ensure you’re headed in the right direction, ongoing updates, refreshes, penetration testing, and training are all essential to the protection of customer data and other sensitive information. .

Call Center 87

Call Center Contact Center Technology Personalization 87

Nicereply

APRIL 13, 2022

More specifically, when writing manuals, emails, FAQs, or glossaries. Chatbots are good and help with inquiries. But, AI content writers address customer support agents’ writing needs more deeply. For example, you have to send a massive email outreach to your customers to let them know about your plan’s new functionality or new benefits!

Customer Service 119

Customer Service Chatbots Self service Healthcare 119

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.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

Babelforce

MARCH 2, 2022

So, clearly define each metric and provide a simple glossary. Here is an array of clever ideas to improve call center conformance rates. Define Conformance Clearly – Agents may confuse conformance with other metrics, such as adherence and occupancy. Doing so ensures that the team understands each of the statistics on their dashboard.

Schedule adherence 52

Schedule adherence Contact Center Finance Metrics 52

Certified Languages International

DECEMBER 22, 2023

Here are a few tips: Share a glossary covering company or industry-specific phrases and acronyms with your language services provider Ensure any equipment you will use works properly before you start your session Familiarize yourself with interpreter protocol, so you’re aware of how the conversation will flow.

Best practices 40

Best practices Healthcare Banking Technology 40

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 54

Customer Experience Management 54

Certified Languages International

OCTOBER 5, 2020

This page has useful information like best practices, glossaries of common election terminology, and the National Mail Voter Registration (NMCR) form translated into 15 languages. . If you’re looking for federal, state, and local jurisdiction resources for LEP voters, the U.S

Best practices 97

Best practices Education Personalization 97

Certified Languages International

NOVEMBER 17, 2021

They rely on note-taking and tools like glossaries and translation websites they can quickly reference when needed. Since interpreters facilitate conversations in real-time, their arsenal of resources — and how they use them — is different from translators.

Call Center 52

Call Center Personalization Marketing 52

Certified Languages International

NOVEMBER 17, 2021

They rely on note-taking and tools like glossaries and translation websites they can quickly reference when needed. Since interpreters facilitate conversations in real-time, their arsenal of resources — and how they use them — is different from translators.

Call Center 52

Call Center Personalization Marketing 52

Certified Languages International

NOVEMBER 17, 2021

They rely on note-taking and tools like glossaries and translation websites they can quickly reference when needed. Since interpreters facilitate conversations in real-time, their arsenal of resources — and how they use them — is different from translators.

Call Center 52

Call Center Personalization Marketing 52

Certified Languages International

NOVEMBER 5, 2021

And for anyone who is ready to apply, or just looking to hone your medical interpreting skills, Mariana shared some of her favorite resources: a medical glossary of terms and an interpreter training manual. They include plenty of helpful resources and even handbooks on the certification process. Interested in becoming at interpreter for CLI?

Healthcare 52

Healthcare Education Personalization Management 52

Certified Languages International

SEPTEMBER 28, 2021

To help, we’ve put together a glossary of some of the most common terms and acronyms. The first step to providing effective communication for your deaf and HOH customers is to understand the different tools and services they use. Table of Contents.

Telecommunications 52

Telecommunications Banking Personalization Technology 52

Certified Languages International

SEPTEMBER 28, 2021

To help, we’ve put together a glossary of some of the most common terms and acronyms. The first step to providing effective communication for your deaf and HOH customers is to understand the different tools and services they use. Table of Contents.

Telecommunications 52

Telecommunications Banking Personalization Technology 52

Certified Languages International

APRIL 7, 2020

In addition, if you’re contracting with a language services company, ask if they have any client-specific glossaries or other materials that will help you prepare for calls. Unlike on-site interpreting, you won’t know what’s on the other end of the call, so continuing to study your vocabulary and terminology is a must.

Education 52

Education Personalization Technology Management 52

Certified Languages International

JANUARY 3, 2019

Through workshops and community trainings, the organization has created over 100 Talking Dictionaries — a glossary of words and images equipped with the definition, spelling, phonetic spelling, and audio pronunciation — by training local activists to record and edit words and phrases in their native language.

Education 70

Education Technology 70

Quality Contact Solutions

DECEMBER 31, 1969

Common Terms and Jargon – Create a glossary of common industry terms and Jargon that the team can reference on the call and strategically integrate those terms throughout the script. No fluff – Technical Directors don’t have time for Fluff. This ensures your team can talk the talk.

Telemarketing 66

Telemarketing Scripts B2B Sales 66

Creative Virtual

JANUARY 13, 2022

The tool also includes a glossary and links to practical and helpful resources. Employees can use search terms such as ‘job loss’, ‘autism’, and ‘anxiety’ to access tips on how to support the customer’s needs sensitively and effectively.

Virtual Agent 52

Virtual Agent Self service Chatbots Accountability 52

Certified Languages International

JUNE 18, 2019

Thanks to the internet, video interpreters have quick and easy access to reputable resources like dictionaries, medical sites, and glossaries. We asked a few of our VRI interpreters to share the things they can’t live without — see the top 5 below! Online resources.

Wireless 61

Wireless Education Technology 61

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.

Benchmark 98

Benchmark SaaS Metrics B2B 98

Fonolo

JULY 16, 2019

So, in an attempt to demystify the complex acronyms within the call center landscape, today we bring you, as Google defines it; a ‘brief dictionary’ (glossary) of call center terminology. ACD (Automatic Call Distribution): This is a specialized phone system that handles incoming/inbound calls.

Call Center 103

Call Center Interactive Voice Response Average Handle Time Healthcare 103

Certified Languages International

JUNE 18, 2019

Thanks to the internet, video interpreters have quick and easy access to reputable resources like dictionaries, medical sites, and glossaries. We asked a few of our VRI interpreters to share the things they can’t live without — see the top 5 below! Online resources.

Wireless 45

Wireless Education Technology 45

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.

Banking 51

Banking Interactive Voice Response Analytics Surveys 51

Mindtouch

APRIL 9, 2019

Glossary of Terms for a Specific Enterprise Solution. Here’s an example: Category : All Enterprise Products. Guide : A Specific Enterprise Solution. Topic : Overview of an Enterprise Solution. How to Install a Specific Enterprise Solution.

Enterprise 48

Enterprise Engineering Best practices Customer Experience 48

Mindtouch

APRIL 9, 2019

Glossary of Terms for a Specific Enterprise Solution. Here’s an example: Category : All Enterprise Products. Guide : A Specific Enterprise Solution. Topic : Overview of an Enterprise Solution. How to Install a Specific Enterprise Solution.

Enterprise 48

Enterprise Engineering Best practices Customer Experience 48

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.

Average Handle Time 46

Average Handle Time Call Center Calibration First call resolution 46

Quality Contact Solutions

DECEMBER 31, 1969

Take a look at our Outbound and Inbound Glossary of Terms. Let’s make a pact to strive each day to ensure we are looking at opportunities to maximize the effectiveness of each program. Interested in exploring the metrics and definitions a little further?

Telemarketing 40

Telemarketing Metrics Scripts Sales 40