Customer Service Glossary

The Sprinklr customer service glossary is your complete guide to understanding key terms and acronyms related to customer service and customer experience. Find your desired term by using the search functionality or the alphabetical pagination below.

A

a/b testingabandonment rateacd call centeragent life cycleagent panelagent turnoveragent utilizationai knowledge managementassign ticketauto dialerautomated call systemautomatic number identification (ani)average handling timeaverage resolution timeaverage speed of answer (asa)average time in queue

B

business process outsourcing (bpo)

C

call arrival ratecall bargingcall centercall center automation call center coachingcall center crmcall center managementcall center workforce planningcall dispositioncall maskingcall resolution call tagcall timecanned responseschange managementchatbotclosed ticketcloud call center community forumcomputer telephony integrationconfiguration management database contact center isoconversational ai cost per call cost per contact customer advocacycustomer centric customer databasecustomer delight customer experience customer feedback customer frustrationcustomer information customer journey management customer journey map customer journey optimizationcustomer relationship management customer retentioncustomer service management

F

feedback loopfirst call resolution first response time

H

hosted contact center hosted dialer

I

interactive voice response

J

jitter buffer

M

modern contact center

P

pbx systempredictive dialing

R

real-time chat

S

service desksupport request

T

ticket managementtiered supporttrouble ticket

V

virtual agent

W

warm callingworkforce optimization

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