Glossary

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

Tools and services that help companies deliver better customer interactions.

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

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.

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.

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