e
- Escalation managementEscalation management is the process of developing a framework to handle and resolve customer escalations resulting from substandard levels of customer service Read More
f
- First contact resolution (FCR)First Contact Resolution, or FCR, is the gold-standard KPI for contact and call centers. Ideally, every customer interaction is resolved the first time a customer contacts a business. Read More
g
- Generative AIGenerative AI is artificial intelligence that focuses on creating (or generating) content through text, code, images, and other mediums. Read More
h
- Hold timeHold time is a customer experience & service metric that quantifies the amount of time the user stays on hold. Read More
i
- Inbound contact centerAn inbound contact center handles incoming customer inquiries or problems. Read More