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Klantcontact Woordenboek

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

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

Back Office BBL Bel me niet register Benchmark Blending BPO Brancheorganisaties Bunch Up – (Gesprekken) Bunch Up Business to Business Business to Consumer

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

D

Database DDMA Deep Selling Dialer Digitalisering Direct Marketing DOA

E

E-mail Employee Experience (EX) Endorsement Erlang Erlang B Erlang C Exception

F

Facilitair Contact Center Feedbackloop First Call Resolution First Contact Resolution (FCR) First Time Right Flexpool Forecast Front Office FTR Fulfilment

G

Gen Z

H

Helpdesk Hold Time

I

Inbound Inlogtijd Insourcing Interactive Voice Response (IVR) ISDN ISO ISO 18295: Internationale Standaard voor Klantcontactcenters ITO

K

Kanaalstrategie Kennismanagement Klantbeeld Klantcontact Quiz Klantenservice Klantenservice Federatie (KSF) Klanttevredenheid Klanttevredenheidsonderzoek (KTO) KPI

L

Login / Logout Lost Call

M

Managed Insourcing Manager of the Year (MOTY) CCMA Marketing Medewerkerstevredenheid Monitoring Multichannel Multiskilled

N

Nationale Klantcontact Week NAW Gegevens Nawerk NAWT Gegevens Nearshoring Nieuw Geluid NPS (Net Promoter Score)

O

Occupancy Offshoring Omnichannel Onboarding OPTA OSS Outbound Outsourcing Overflow

P

PABX Planning POTS Predictive dialer PSTN

Q

Quality Monitoring Queue

R

Respondent RMA Robotisering  RONA (Redirect On No Answer) Routing strategie

S

Schedule Scheduled en Unscheduled Events Scheduling Script Self Service Service Design Service Level Service Level Agreement (SLA) Servicenummer Shift Shrinkage Sourcing strategie Studentenpool Supervisor customer service

T

Teamleider Telecommunicatiewet Telesales

U

Uitzenden Up Selling

V

VCN Virtueel Contact Center Voicebot

W

Wet Bescherming Persoonsgegevens Wet Oneerlijke Handelspraktijken WFM Software Workforce management (WFM) Workload Wrap Up Time