C
Call recording is the process of capturing the audio and sometimes images (agent screens) of a customer service call. It can also refer to the actual file that contains the record.
A closed-loop action is a Voice of the Customer (VOC) term that refers to the act of following up with customers who have provided either extremely positive or negative feedback.
Customer Experience Management (CEM)
Customer Experience Management (CEM), sometimes referred to as Voice of the Customer (VOC), is the practice of designing, managing, and improving the customer experience at every key point along the customer journey.
Customer Satisfaction Score (CSAT)
A customer satisfaction score measures how people feel about an organization and their products and services.
D
Direct feedback is customer input gathered by asking consumers what they think about a brand, product, customer service interaction, or other touchpoint along the customer journey.
E
Experience transformation is a structured approach to optimizing customer experiences to make them satisfying, consistent, and free of friction.
I
An interaction refers to a touch point within a journey, or the way customer service interactions are structured and the resulting reaction by customers.
N
O
Operational / Inferred / Unsolicited Feedback
Operational / inferred / unstructured / unsolicited feedback are types of customer input that businesses can leverage to develop a more holistic Voice of the Customer (VOC).
P
In the CX world, a promoter is a loyal customer willing to recommend a brand to friends and family.
Q
Quality management is a process used by contact centers to ensure customer interactions are being handled by agents according to organizational standards.
R
Return on investment (ROI) is a financial ratio that measures the profitability of an actual or proposed investment.
S
Sentiment analysis is the AI-enabled process of determining customer emotions and opinions based on keywords and speech characteristics.
T
Transactional NPS, or transactional Net Promoter Score, measures customer perceptions about a transaction with a business, such as an online purchase or a customer service interaction.
V
Voice of the Customer (VOC) is the process of collecting and analyzing customer input to determine their needs, preferences, and expectations about a brand’s products, services, and experiences.