The ACXPA CX & Contact Centre Industry Glossary

Updated for 2024, 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 >

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C

E

F

Failure Demand

G

H

I

K

Knowledge Management Systems

L

M

N

O

P

Q

Quality Framework

R

S

T

V

Visual IVR

W

Whistleblower Policy

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