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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 AFM Agent Agent Status Agile AI agent Antwoordservice Artificial Intelligence (AI) Auto Answer Auto Available Autoriteit Persoonsgegevens (AP) Aux Time (Auxiliary Time) Available Average Handling Time (AHT) Average Speed of Answer Average Talk Time Average Waiting Time (AWT) Average Wrap-Up Time AVG – GDPR

B

Backoffice Balanced Scorecard BBL Bel me niet register Benchmark Bereikbaarheid Beschikbaar Bezettingsgraad BKR (Bureau Krediet Registratie) Blended klantenservice Blended learning Blending Brancheorganisaties Bunch Up – (Gesprekken) Bunch Up Business Process Outsourcing (BPO) Business to Business (B2B) Business to Consumer (B2C)

C

Call Blending Call center Call Center Directory Call Load Call reductie Call Scripting Chat Chat GPT Chatbot Churn (rate) Closed-loop Feedback (CLF) Co-browsing Co-sourcing Coaching Compliance Computer Telephony Integration (CTI) Contact Center Contactkanaal Contactreden Conversational commerce Conversie Cost of Poor Quality (COPQ) CRM Cross Selling Customer Advocacy Customer Care Customer Contact Management Association (CCMA) Customer Effort Score (CES) Customer Excellence Customer Experience Customer journey Customer Lifecycle Value (CLV) Customer Lifetime Value (CLV) Customer Operations Performance Center (COPC) Customer Satisfaction Score (CSAT) Customer Service Customer Service Representative (CSR) Customer Support

D

Dagstart Dagsturing Dashboard 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 Klantadviseur Klantbeeld Klantbeleving Klantcontact Quiz Klantenservice Klantenservice Federatie (KSF) Klanttevredenheid Klanttevredenheidsonderzoek (KTO) KPI

L

Large Language Model (LLM) Live chat 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 Platform voor Klantgericht Ondernemen (PvKO) Poolconcept 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 Verloop (personeelsverloop) Virtueel Contact Center Voicebot

W

Wet Bescherming Persoonsgegevens Wet Oneerlijke Handelspraktijken WFM Software WFM trafficer WFM-cyclus Workforce management (WFM) Workforce management offshoring Workforce management outsourcing Workload Wrap Up Time