Glossary

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

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

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

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

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

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

The process of tracking and presenting key metrics (KPIs) related to overall call center and agent performance.

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