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 …
Glossary: 196 terms
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 …
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 …
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 …
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 …
Average Call Handling Time
Abbreviation: ACHT It is an indicator of the average duration of a call. It is a metric that is constantly tracked especially in the call center / contact center and is associated with costs. This period includes the customer …
Average Speed of Answer
It refers to a call center / contact center metric that tracks the amount of time it takes for calls to be answered by a customer representative. The shorter this period, the less the customers wait at the other end …