The ACXPA CX & Contact Centre Industry Glossary
Updated for 2026, the ACXPA Contact Centre Industry Glossary is your go-to reference for the most common terms, acronyms, and jargon used across the contact centre, customer service, digital experience, and customer experience (CX) industries.
Whether you’re new to the industry or a seasoned professional, this glossary helps you stay up to date with the evolving language of customer experience.
- ✔️ Quickly search and understand industry terminology
- ✔️ Learn acronyms and phrases unique to the contact centre world
- ✔️ Suggest edits or request new terms using the form at the bottom
Can’t find what you’re looking for? Use the feedback form below to suggest new entries so we can keep the glossary comprehensive and accurate.
📄 We’ve also created a handy one-page (A4) cheat sheet with the most common contact centre acronyms — download it free here >
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C
- Calls Per Hour (CPH)
- Cloud Contact Centre
- Conversational IVR
- COPC
- Corporate Social Responsibility
- CSAT (Customer Satisfaction)
- CTI
- Customer Churn Rate
- Customer Complaints Charter
- Customer Effort Score (CES)
- Customer Experience (CX)
- Customer Journey Map
- Customer Lifespan
- Customer Lifetime Value (CLV)
- Customer Personas
- Customer Retention Rate
- Customer Service
- Customer Service Vision Statement
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Go deeper — explore the ACXPA Hubs
Found your term? The hubs are where the practical guidance, frameworks, training and member tools live. Pick the one that matches what you’re working on.
Missing a term or have some feedback?
If you have new terms you’d like to suggest for the ACXPA CX & Call Centre Glossary or you’d like to provide some feedback on the existing ones please let us know using the form below:
