Glossary: 196 terms

Qualitative Research

It is a non-numerical method used to collect data by observation. Qualitative researches can be done for example through Focus group studies, In-depth interviews, observation, ethnographic research, etc. While quantitative (See Quantitative Research) studies show general and average results, qualitative …

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Quantitative Research

Quantitative research, in contrast to qualitative research, refers to numerical and data-based research. The basic methods used to investigate numerical data are called ‘statistics’. In order for the results to be meaningful, the design of the …

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Queue

It refers to a line of customers waiting for their turn in order to establish contact with the company. Queue management issues mainly affect call center / contact center experience and physical channels during peak periods. The …

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