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