Customer Service Terms Glossary
Agent Empowerment
Artificial Intelligence (AI)
Behavioral Analytics
Business Process Outsourcing (BPO)
Chatbots
Churn Rate
CRM (Customer Relationship Management)
Cross Selling
CSAT (Customer Satisfaction Score)
Customer Advocacy
Customer Engagement
Customer Experience Management (CEM or CXM)
Customer Feedback
Customer Journey Mapping
Customer Lifecycle
Customer Onboarding
Customer Retention
Customer Success
Escalation
Escalation Management
Feedback Loop
First Contact Resolution
Help Desk Software
Hyper-Personalization
Integrated Customer Experience
Interaction History
Issue Resolution
Journey Analytics
Knowledge Base Optimization
Knowledge Management
Live Chat Optimization
Mobile Customer Support
Multilingual Support
Net Promoter Score
Omnichannel
Omnichannel Support
Operation Efficiency
Pain Point
Personalization
Predictive Customer Service
Proactive Support
Quality Assurance
Queue Time
Reactive Support
Resolution Rate
Response Time
Self-Service Tools
Sentiment Analysis
Service Desk
Service Level Agreement
Synchronous & Asynchronous Support
Ticket Deflection
Ticketing System
Touchpoint
Troubleshooting
Upselling
User Experience (UX)
Voice of the Customer (VoC)
Workflow Automation