AI and CX Glossary for Contact Centers
Explore definitions of key terms.
4 terms A–Z
E
- Explicit knowledge What is explicit knowledge? Explicit knowledge is any enterprise knowledge that has been captured, stored and shared: written documents, process guides, policy manuals, FAQ articles, training materials, product specifications. The term is…
I
- Institutional knowledge What is institutional knowledge? Institutional knowledge is the full body of understanding that an organization has accumulated. It refers to everything a business and its staff collectively know about how it operates,…
K
- Knowledge orchestration What is knowledge orchestration? Knowledge orchestration is the practice of connecting every agent, AI or human, to a unified, centrally managed knowledge layer, and ensuring that layer stays current, consistent and accessible…
T
- Tacit knowledge What is tacit knowledge? Tacit knowledge is the knowledge that lives inside people’s heads, built from experience, practice and repeated exposure to situations over time. It’s not codified, but points to valuable…