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Customer Support & Outsourcing Glossary

Too much jargon? A frequent Googler for abbreviations? Here's all that you need to know to understand the nitty-gritty's of the Customer Support & Outsourcing Business

A
After sales service
Attrition
Automatic Call Distributor (ACD)
Average Talk Time (ATT)
B
Back office optimization   
Blended AI
C
C-SAT
Cataloging
Chat process
Churn Rate
Contact Center
Content Moderation
Customer Experience Management
Customer Journey
Customer Lifecycle Management (CLM)
Customer Onboarding
Customer Relationship Management (CRM) Tool
Customer Retention
Customer Service  
E
Employee Onboarding
Employee Training
Escalation
Estimated Wait Time
F
First Call Resolution (FCR)
I
In-App support
IoT (Internet of Things)
IVR (Interactive Voice Response)
K
Key Performance Indicator (KPI)
Knowledge Base
L
Lead Generation
Learning Management System (LMS)
Live Chat
M
Machine learning (ML)
O
Online reputation management (ORM)
Operational Costs  
Outsourcing
Q
Quality Monitoring
S
Self-service
Software-as-a-Service (SaaS)
V
Virtual Agent   
Voice of Customer (VoC)

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