Category: Glossary

A suite of digital tools used to manage communication, workflows, and customer interactions.

A diagram showing how insurance customers interact with a provider, from research to claims and renewals.

Planning for how many agents are needed and when, based on expected customer demand and business goals.

A strategy or tool used to manage and analyze customer interactions and data throughout the customer lifecycle — with the goal of improving customer service, retention, and sales growth.

A label or status assigned to a completed customer interaction to indicate the result or outcome.

Cloud-based tools that let businesses add communication functions (like SMS or voice) into their apps.

Offering related or complementary products to a customer to increase the value of a sale.

How a company supports and builds relationships with its customers across all stages.

All ways customers and companies exchange information, from email and phone to social media.

Outsourcing customer-facing tasks—like support or chat—to third parties to improve efficiency.