Abbreviation: OKRs & KPIs Objective Key Results (OKR) is a goal-setting framework for defining and tracking objectives and their outcomes in a given period. A measurable key result is determined for each subject, which indicates …
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Watching a person or an object and examining it in order to reach information or insight. Observing customers’ needs and expectations in the customer experience provide very important insights. People tend to rationalize their thoughts and feelings into …
The term omnichannel describes the situation when there is an interaction between the channels serving the customer. For example, a customer calls the call center (See Call Center / Contact Center) and the call center agent creates …
Abbreviation: OEQ An open-ended question is a question that cannot be answered with a “yes” or “no” response. For example, “Can you please give us more detail about your experience?” is an open-ended question. In customer …
Refers to a period of time that a system fails to provide or perform its primary function. Network cuts in the telecom sector, power cuts in the energy sector are operational issues that directly affect …
An outbound call is a call initiated by a call center / contact center agent to a customer. Outbound calls are typically made to prospective customers and focus on sales or lead generation. But It’s also used …
When the companies have insufficient resources in the customer experience, they use external resources and purchase the service of another company to represent their companies for a certain period of time. Outsourcing is common, especially in call center / …
