Customer service Definitions

  • O

    omnichannel

    Omnichannel -- also spelled omni-channel -- is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they're shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store.

  • outbound call

    An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client.

  • Q

    Quality of Experience (QoE or QoX)

    Quality of Experience (QoE or QoX) is a measure of the overall level of customer satisfaction with a vendor. QoE is related to but differs from Quality of Service(QoS), which embodies the notion that hardware and software characteristics can be measured, improved and perhaps guaranteed... (Continued)

  • S

    Salesforce Customer 360

    Salesforce Customer 360 is a cross-cloud customer data platform used to improve the consistency and collaboration among B2C marketing, commerce and service applications.

  • Salesforce Einstein Bot

    Salesforce Einstein Bot is a natural language processing (NLP) and natural language understanding (NLU) chatbot developed with Salesforce Einstein artificial intelligence (AI) technology.

  • Salesforce Service Console

    The Salesforce Service Console is the centralized interface in the Salesforce Service Cloud with which agents can view all relevant customer information related to a case, as well as their call queue and more.

  • silent monitoring

    Silent monitoring refers to the practice of call center managers or senior agents listening to the interaction between an incoming caller and an agent. Silent monitoring is generally used in training and to ensure that customer service and productivity goals are being met.

  • skill-based routing (SBR)

    Skill-based routing (SBR) is a component of automatic call distributor (ACD) systems that filters and directs incoming inquiries to call center agents with the most applicable skill sets.

  • speech analytics

    Speech analytics is the process of analyzing voice recordings or live customer calls to contact centers with speech recognition software to find useful information and provide quality assurance.

  • speech recognition

    Speech recognition, the ability for a machine to convert spoken language to text, is often used for voice dialing, call routing and voice search.

  • T

    talk time

    In customer relationship management (CRM), talk time is the amount of time a call center agent spends with a caller during a transaction.

  • talking translator

    A talking translator is a program that translates words and phrases from one language to another language and delivers the translation to the user as audio information.

  • trouble ticket (trouble report)

    A trouble ticket (sometimes called a trouble report) is a mechanism used in an organization to track the detection, reporting and resolution of some type of problem.

  • W

    Web self-service

    Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web self-service is widely used in customer relationship management (CRM) and employee relationship management (ERM).

  • Workforce management (WFM) software

    Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are paid on an hourly basis.

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