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