Category: Glossary

A centralized support service for public institutions to handle citizen inquiries through multiple communication channels.

A strategy to allocate human resources effectively based on current and future customer demand, agent skills, and staffing needs.

The various communication mediums such as voice, email, live chat, or social media. See also: Omnichannel.

An application that enables users to send out mass text messages to communicate with large groups of customers.

Transactions that occur between businesses and individual consumers.

Intentional actions by agents to avoid handling calls, such as disconnecting the phone, transferring calls excessively, taking long breaks, or deliberately extending call durations.

A performance tracking tool used to evaluate agent quality through metrics like procedure compliance, response time, and customer satisfaction.

Applications used by agents to access customer information, manage interactions, and perform day-to-day tasks efficiently.

A system that provides agents with customer data and interaction history to deliver personalized and informed service.

Using AI to enhance and personalize how customers interact with a business.