CX & Call Centre Glossary

Updated for 2019, our CX & Call Centre Glossary has over 150 common terms, acronyms and jargon used in the contact centre and CX industry.

And if there is an industry that loves to invent acronyms, abbreviations and confusing terms then I’m fairly sure the CX industry would be right amongst the best!

It seems like every week there is a new abbreviation that emerges and on top of this, because we are a global industry there are lots of local variations which further add to the confusion.

About our Call Centre Glossary

This CX and Call Centre Glossary has been written by Justin Tippett from CX Consult in Australia.

Where possible, we’ve included stats or links to additional reading if you’d like to learn more.

If you have new terms you’d like to suggest for our CX Glossary or have some feedback either contact us or reach out to Justin on LinkedIn.