SYKES is now part of Sitel Group®. Visit www.sitel.com for more information. Home // Resources // Glossary SYKES Business Process Outsourcing Glossary Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know. A B C D E F G H I J K L M N O P Q R S T U V W X Y Z A Agent Artificial Intelligence (AI) B Back Office Support Business Process Outsourcing (BPO) C Chat Support Chatbot Customer Engagement Customer Experience (CX) Customer Relationship Management (CRM) Customer Satisfaction (CSAT) Customer Service/Customer Support D Design Thinking G Gamification I Intelligent Automation (IA) Intelligent Customer Experience (ICX) Interactive Voice Response (IVR) K Knowledge Base M Messaging N Net Promoter Score (NPS) O Off-Shore Outsourcing Omnichannel Support Outsourcing P PCI Compliance R Robotic Process Automation (RPA) S Self-Service Six Sigma Social Media Brand Engagement Social Media Support COMPANY Sustainability News HOW WE HELP Outsourcing Holistic CX Service to Sales Extend Your Brand Digital Transformation INDUSTRIES Communications Energy & Utilities Financial Services Healthcare Insurance Services Retail Small & Medium Businesses Technology Travel MORE INFORMATION Locations Careers Employee Spotlight Contact Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability. Terms of Use | Privacy & Cookies | Standards of Conduct | Accessibility SYKES FAMILY OF COMPANIES Learn More Copyright © 2021 Sykes Enterprises, Incorporated