The ACXPA CX & Contact Centre Industry Glossary
Updated for 2025, the ACXPA CX & Contact Centre Industry Glossary contains common terms, acronyms and jargon used in the contact centre industry, customer service, digital experience and customer experience (CX) industry.
Just search below and if you can’t find a term or would like to suggest an edit to an existing term, let us know using the form at the bottom.
We’ve also got a handy one-page (A4 size) cheat sheet containing common contact centres jargon and acronyms that you can download for free >
Search the CX & Contact Centre Industry Glossary
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- Cloud Contact Centre
- Conversational IVR
- COPC
- Corporate Social Responsibility
- CSAT (Customer Satisfaction)
- Customer Complaints Charter
- Customer Effort Score (CES)
- Customer Experience (CX)
- Customer Journey Mapping
- Customer Lifespan
- Customer Lifetime Value (CLV)
- Customer Personas
- Customer Service
- Customer Service Vision Statement
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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:
