Glossary: 196 terms

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 …

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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 …

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