CX & Call Centre Glossary

Updated for 2020, our CX & Call Centre Glossary has over 150 common terms, acronyms and jargon used in the contact centre and Customer Experience (CX) industry.

And if there is an industry that loves to invent acronyms, abbreviations and confusing terms it’s certainly the contact centre industry and more recently, the rapidly growing customer experience industry.

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 can further add to the confusion.

About our Call Centre Glossary

This Customer Experience and Call Centre Glossary has been written by industry experts Justin Tippett from CX Consult in Australia and Daniel Ord from Omnitouch International.

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.