O: 7 terms

Observation

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 …

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Omnichannel

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 …

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Open Ended Question

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 …

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Outbound Call

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 …

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Outsource

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 / …

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