Understand the terminology, acronyms and abbreviations of customer experience, customer service, and contact centers.
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Customer Experience Leadership Glossary
This glossary of terms in the area of customer experience also includes acronyms and abbreviations. It is excerpted from the book Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results.
Contact Center Management Glossary
This glossary of terms in the area of contact center management also includes acronyms and abbreviations. It is excerpted from the book Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience.