Customer service Definitions

  • C

    chatbot

    A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.

  • click-to-callback

    Click-to-callback is a Web-based customer relationship management (CRM) technology that enables users browsing a company's Web site to leave a phone number where a company representative can call them back with more information.

  • cold calling

    Cold calling is the business practice of contacting a potential customer or client who has not expressed previous interest in speaking with a customer service representative or making a purchase.

  • collaborative browsing (co-browsing)

    Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something.

  • contact center as a service (CCaS)

    Contact center as a service combines the principles of contact center hosting and cloud-based contact center infrastructure. It enables companies to pay for only the infrastructure they need, and to have a provider manage assets for them.

  • contact center infrastructure

    A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.

  • cross-media queuing

    In a call center, cross-media queuing describes the process of receiving and routing all incoming queries in the same way, whether the query comes in the form of a phone call, e-mail message, instant message, Web site submission, fax or interactive voice response (IVR) message.

  • customer data management (CDM)

    Customer data management (CDM) is the centralization of customer information, such as customer experiences, demographics and feedback, into a single database.

  • customer effort score (CES)

    Customer effort score (CES) is a system for evaluating how much effort is required on the part of a customer to achieve satisfaction in their experience with a company.

  • customer experience (CX) automation

    Customer experience (CX) automation is any technology that assists customers with common tasks, sometimes replacing the involvement of humans, to improve customer interactions.

  • customer lifecycle

    In customer relationship management (CRM), customer lifecycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using and maintaining loyalty to a product or service.

  • customer service and support

    Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system.

  • customer service charter

    A customer service charter is a document that outlines how an organization promises to work with its customers along with providing insights into how an organization operates.

  • D

    do not call list

    The "do not call" list is a registry of phone numbers in the United States that telemarketers are prohibited from calling in most circumstances.

  • E

    e-support

    Part of the growing trend toward online customer relationship management (CRM), e-support is the electronic (usually Web-based) version of customer service that would otherwise have required either a visit to a company or a telephone call.

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