Glossary

A marketing funnel is a model that visualizes the path customers take from becoming aware of a product or service to purchasing it.

Workforce engagement management (WEM) refers to the technology used to increase engagement among its customer service employees.

What differentiates a lead from a prospect? Learn about lead generation strategies, tools, and see how marketing and sales both contribute to lead generation.

True customer engagement requires sustained effort. Learn the steps involved in lifecycle marketing and how you can capture a customer’s attention.

How do your customers feel about you? Learn about net promoter score and how you can use it to measure customer service effectiveness and predict behaviors.

Interactive Voice Response (IVR) deflection is the technique of using IVR tools to reroute customers to different channels, allowing for a multichannel experience based on customer preferences.