Glossary: 196 terms

A/B Testing

A/B testing, at its most basic, is the process of comparing two versions of something (product, service, design, etc.) and measuring the difference in performance. Two versions (A and B) of a single variable are compared, which …

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Abandoned Call

The term indicates calls that are being hung up by customers that were waiting in queue before they reach the customer representative. Especially in call center / contact centers with long queue times, the number/ratio …

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Answer Rate

Abbreviation: AR It is the ratio of the calls made by the customers and which were answered by the customer representatives. The low rate of this creates both customer dissatisfaction and an indication that the call center / contact …

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Audit

Auditing means checking whether plans are implemented in practice. After the customer journey maps (See Customer Journey Mapping) are designed, there should be a regular check of whether the customers really experience that journey and if there are some applications that are …

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Average

Abbreviation: Avg Representing the central or typical value in a set of data, the arithmetic average is used in the calculation of customer satisfaction scores and customer effort scores in customer experience analysis. All responses are summed up and …

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Backoffice

Abbreviation: BO The term backoffice, usually used in call center / contact centers and banks, is an operational unit that solves customer requests which are not solved by the frontline unit. Processes such as invoice cancellation, identification of the relevant discount …

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Behavior

Behavior refers to the act and attitude shown in the face of an effect or stimulus. In the customer experience area, a lot of effort is made to understand the customers’ behavior and to have a positive …

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Behavioral Economics

Abbreviation: BE The behavioral economics focuses on how the decision-making mechanisms in our minds are affected by social, mental and emotional prejudices. A group of academics led by Daniel Kahneman has proven that people do not always make …

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