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What is Contact Centre as a Service (CCaaS)? Contact Centre as a Service (CCaaS) is a software deployment model that enables companies to only purchase the technology they need and is commonly operated by a vendor to reduce IT, integration, and...
What is Information Technology Outsourcing (ITO)? Information Technology Outsourcing is the transfer of ownership of some, or all information technology processes or functions to a service provider. Additional Information Technology Outsourcing...
What is Nearshore Outsourcing? Nearshore Outsourcing is when an organization recruits employees from a neighboring country to complete services. Some of the advantages of nearshore outsourcing can include cost savings, cultural alignment,...
What is Nearshore Outsourcing? Nearshore Outsourcing is when an organization recruits employees from a neighboring country to complete services. Some of the advantages of nearshore outsourcing can include cost savings, cultural alignment,...
What is a Global In-house Centre (GIC)? Global In-house Centres are service delivery operations typically in low-cost geographies, which are owned and operated by the same company receiving the services (i.e., not third-party outsourcing)...
What is a Call Centre Associate / Call Centre Agent? A call centre agent is an employee that manages inbound or outbound customer calls for an organization. An agent may handle a wide range of responsibilities from account inquiries, customer...
When’s the last time you bought a product or service from a brand and then never interacted with that brand again? It probably hasn’t happened often, if at all. Consumers, for various reasons, need to communicate with the brands they...
What is Gamification? Gamification is the process of applying typical game-playing elements (scoring points, receiving awards, and social interactions) to systems and processes that exist outside the confines of the game itself. Progressive...
Customer Satisfaction Rating (CSAT) Customer Satisfaction Score or CSAT is a simple customer satisfaction survey methodology that measures a customer's satisfaction with an organization. It's calculated by asking questions about the...
What is Total Contract Value (TCV)? Total Contract Value is the potential revenue associated with the contract and estimated at the commencement of the contract (e.g., sum total of revenue accrued to the service provider from the contract over the...
What is Customer Lifecycle Management? Customer lifecycle management (CLM) evaluates several customer-related metrics over time to measure the performance of an organization. The intent of CLM is to source all the static and dynamic data,...
What is Customer Turnover? Customer turnover, or churn rate, is the percentage of an organisation's customer base lost during a given period of time- usually a month or annual basis. A bad churn rate can be very damaging to revenue and...
What is Customer Experience as a Service (CXaaS)? Customer Experience as a Service is a cloud-based customer solution for planning, designing, and executing activities that encompass all parts of the customer experience. CXaaS operations are...
What is an Intelligent Virtual Assistant (IVA)? Intelligent Virtual Assistant (IVA) is an AI-enabled chat assistant that generates personalised responses by combining analytics and cognitive computing based on individual customer...
What is Intelligent Routing? Intelligent Routing (or Skills-based Routing), is a technology contact centres use to gather customer inquiries through voice, digital, or social channels, and then applies rules to route it to the agent best fit to...
What is Finance and Accounting Outsourcing (FAO)? Finance and Accounting Outsourcing is the transfer of ownership of some, or all finance and accounting processes or functions to a service provider.
What is Robotic Desktop Automation (RDA)? Robotic Desktop Automation (RDA) is a part of larger group of automation tools used for enterprise-wide process and workflow improvements. This desktop automation is implemented at the level of individual...
What is Messaging? Messaging is a text-based, one-to-one conversation that usually occurs on a mobile device or platform like Facebook Messenger, WhatsApp, SMS text messaging, or within an app. Unlike web-based chat that occurs in a pop-up screen...
What is Digital Outsourcing? Digital Outsourcing is the practice of working with a third-party expert to implement and operate digital products and services. Digital technologies are evolving quickly, so working with a partner gives brands the...
What is Omnichannel? Omnichannel is a cross-channel customer engagement strategy that businesses utilise to improve the customer experience. Often used in context of retail, omnichannel has become an objective for contact centres and customer...