Glossary

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  • September 22, 2025
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Channels

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

  • September 22, 2025
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Chat

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

  • September 22, 2025
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Closed-loop Action

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

  • September 22, 2025
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Call Avoidance

Intentional actions by agents to avoid handling calls, such as disconnecting the phone, transferring calls excessively, taking long breaks, or deliberately extending call durations.

  • September 22, 2025
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Call Center Agent Scorecard

A performance tracking tool used to evaluate agent quality through metrics like procedure compliance, response time, and customer satisfaction.

  • September 22, 2025
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Call Center Agent Software

Applications used by agents to access customer information, manage interactions, and perform day-to-day tasks efficiently.

  • September 22, 2025
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Call Center CRM

A system that provides agents with customer data and interaction history to deliver personalized and informed service.

  • September 22, 2025
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AI Customer Experience

Using AI to enhance and personalize how customers interact with a business.

  • September 22, 2025
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Call Center Data

Any form of data stored within the call center, such as customer records, agent performance stats, and interaction logs.

  • September 22, 2025
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AI Customer Service

The use of AI to transform how businesses engage with their customers, simulating human intelligence in service delivery.