Klantcontact Woordenboek
A
Abandon Rate
Abandoned Call
Acceptance Rate
ACD
ACD Call
ACD Time
ACM
ACW
ACW Time
Adherence To Schedule
Advisor
Agent
Agent Status
Antwoordservice
Artificial Intelligence (AI)
Auto Available
Aux Time
Average Handling Time (AHT)
Average Speed of Answer
Average Talktime
Average Waiting Time
Average Wrap-Up Time
AVG – GDPR
B
C
Call Blending
Call Center Directory
Call Load
Call Script
Chat
Chat GPT
Chatbot
Churn (rate)
Co-sourcing
Computer Telephony Integration (CTI)
Contact Center
Conversational commerce
Conversie
COPC
COPQ
CRM
Cross Selling
CSR
Customer Advocacy
Customer Care
Customer Effort Score (CES)
Customer Experience
Customer Satisfaction Score (CSAT)
Customer Service