Glossary

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Tools and services that help companies deliver better customer interactions.

Comments and insights from customers about their experiences, collected formally or informally.

Software that analyzes conversations and messages to improve service quality.

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.

Following up with customers who give very positive or negative feedback to close the feedback loop and take appropriate actions.

A system of acting on customer insights gathered from surveys, interactions, or online feedback.

A virtual call center service that allows businesses to manage support and sales calls via cloud platforms.

A modern contact center that operates entirely through cloud-based infrastructure and supports multiple communication channels.

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