Glosario
Todas las definiciones:
- ACD – Automatic Call Distributor
- Autenticación multifactor – MFA
- Big Data
- Blending Multicanal
- Business Intelligence
- Content Marketing
- CRM – Customer Relationship Managment
- Customer Engagement
- Customer Experience
- Customer Feedback
- Customer Lifetime Value
- Customer Service
- Earlang
- FinTech
- Holocracia
- Inbound Marketing
- Intelligent Routing
- IVR
- Marcador Predictivo
- Mobile First
- Multicanalidad
- NPS – Net Promoter Score
- Omnicanal
- Pregunta Abierta
- Progressive Web Apps
- Quality Managment
- Reconocimiento del habla
- Síntesis del habla
- Speech Analytics
- TCO – Coste total de Propiedad
- User Experience – Experiencia de Usuario (UX)
- User Experience Design
- WA+ (Work-Anywhere Agent)
- WAHA: Work-at-Home Agent
- Workforce Managment