Glossary

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Strategies to improve and control how customers experience a brand.

Key data points that show how well a company is meeting customer expectations.

Tools and services that help companies deliver better customer interactions.

The practice of storing business-related phone calls to document communications, improve service, and ensure compliance.

Organized efforts to reach customers using various channels like phone, SMS, email, and web to promote services or products.

The individual (usually a customer) who initiates contact with the call center.

A centralized support service for public institutions to handle citizen inquiries through multiple communication channels.

A strategy to allocate human resources effectively based on current and future customer demand, agent skills, and staffing needs.

The various communication mediums such as voice, email, live chat, or social media. See also: Omnichannel.

A digital messaging tool embedded on websites or mobile apps allowing customers to connect quickly with support agents.

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