Hold Time
It is the waiting period of the customer on the line during the call. When this period is extended, the satisfaction of the customer (See Customer Satisfaction) decreases, and the number of lost calls increases. It …
Glossary: 196 terms
Human Centered Design
Abbreviation: HCD Human-centered design is the inclusion of human perspective in the problem-solving process. In order to do this, the feeling of empathy should be high and the prototypes made are tested with people to shape the design. These designs …