Transform Customer Experience

Glossary

abandonment rate

The number of interactions abandoned by the customer divided by the total number of interactions, whether they are answered by an agent or by a self-service function. For example, in the phone channel, this measures how many callers are hanging up before their phone call is answered. All contact centres aim to keep the abandonment rate as low as possible, but a certain number of calls (usually up to 5 per cent) will be abandoned because the caller is interrupted or has decided to use a different channel.

Acquia

A digital experience platform for content, community and commerce (www.acqiua.com).

after-call work

Tasks performed by an agent after disconnecting from a customer.

agent

A person employed by an organisation to interact with customers.

attrition rate

Also referred to as ‘churn’ or ‘staff turnover’. The average number of employees who leave an organisation in a year as a percentage of the total staff complement (number of staff).

augmented reality apps (AR apps)

Apps that offer a live view of a real-world environment augmented (or supplemented) by computer-generated features including video, graphics and sound.

Australian Competition and Consumer Commission (ACCC)

Australia’s competition and consumer regulator, an independent statutory authority whose role is to enforce the Competition and Consumer Act 2010 and a range of additional legislation promoting competition, fair trading and regulating national infrastructure.

Australian Securities ...