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Recruiter's Glossary
Industry
Examples:
Abandonment Rate
•
Service Recovery
•
Churn Rate
Customer Service Terms
Understanding these terms will help you better evaluate candidates and communicate with hiring managers
Live Chat
Customer Journey Mapping
Customer Lifecycle
Salesforce Service Cloud
Callback System
Incident Management
Self-Service Portal
CTI (Computer Telephony Integration)
Voice of Customer (VoC)
Ticket Resolution
Support Tiers
Customer Touchpoints
Resolution Time
Customer Effort
FCR (First Call Resolution)
Ticket Deflection
Customer Pain Points
Problem Management
Customer Feedback Loop
Service Recovery
Customer Advocacy
After-Call Work (ACW)
Escalation Matrix
Ticketing System
Freshdesk
NPS (Net Promoter Score)
Abandonment Rate
Service Catalog
Help Desk
CES (Customer Effort Score)
Retention Metrics
Customer Segmentation
Queue Time
ServiceNow
Support Channels
Case Management
Quality Monitoring
SLA (Service Level Agreement)
Resolution Rate
CRM (Customer Relationship Management)
Churn Rate
Zendesk
Service Desk
Knowledge Base
CSAT (Customer Satisfaction)
Omnichannel Support
IVR (Interactive Voice Response)
Queue Management
Customer Experience (CX)
AHT (Average Handle Time)
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