The ABCs of NOW CX

Customer Service Glossary

Welcome to your one-stop-shop for customer service and customer experience terminology. The CX industry is evolving, which is why we’re keeping tabs on the terms and acronyms you’ll see floating around.

A
Answering Service for Live Chat
Asynchronous Chat
B
Back Office Optimization
Business Process Outsourcer (BPO)
C
Call Center Software
Chat Service
Chat Support Agent
Chatbot Intent
Chatbot Scripts
Chatbots
Company Culture
Complaint Resolution
Contact Center as a Service
Contact Center Live Chat
Conversion Rate Optimisation
CRM
Customer Emotional Journey
Customer Experience Strategy
Customer Journey Mapping
Customer Lifetime Value
Customer Onboarding
Customer Personalization Strategy
Customer Portal
Customer Segmentation
Customer Support as a Service
Customer Touchpoints
Customer Value Proposition
Customer-Centricity
D
Data-Drive Marketing
Deep Linking
Detractors
Digital Customer Experience
E
Email Marketing
eNPS Score
Escalation Management
Extranet
F
Fourth Industrial Revolution
G
Gamification
GPT-3 Chatbot
H
Homesourcing
I
Influencer Marketing
Instant Messaging
Intent Classification
Interaction
Interactive Voice Response (IVR)
Outsourcing vs. Insourcing
J
Customer Journey
K
Key Account Management
L
Lifetime Value of a Customer
Live Chat Software
M
Moments Of Truth
N
Nearshore vs. Offshore Outsourcing
Net Promoter Scale
Neuromarketing
NPS Measurements
NPS Reports
O
Outsourcing
Outsourcing Tiers
Outsourcing vs. Insourcing
P
Promoter, Passive, and Detractor
Q
Quality Management
R
Response Time (Live Chat)
Retail Chatbots
Risk Management
S
Sales Process Engineering
T
Technical Support Outsourcing
Teleconferencing
Transactional Net Promoter Score (tNPS)
V
Virtual Private Network
Voice of the Employee
Z
Zendesk Chatbot