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