Analogous to First Call Resolution , but inclusive of all contact channels. The incident, problem, or request is resolved to the customer’s satisfaction via the initial contact, and no further action is required. A clear definition is required (for each channel) of what constitutes a...
A term increasingly being applied to multichannel-enabled call centers , which are evolved call centers that integrate the Internet and/or internal networks into their operations by expanding the number of contact channels available to customers. Contact centers use chat, email, remote control...
A call from a user or customer to ask about the status of their incident or request . Generally, these occur when either the customer's expectations have not been properly set, or when the incident or request is taking longer than expected, and this has not been communicated with the user or...
The process responsible for managing the lifecycle of all incidents . Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized. #Processes #IncidentManagement #ServiceSupport #ITSM #ITIL #SupportOperations ...
A customer-oriented culture ; the objective of a service culture is customer satisfaction and servicing the customer to achieve their business objectives. #Staffing #CustomerExperience #CustomerSatisfaction #Culture #CustomerService #HumanResources #People #BusinessAlignment
A statistical method used to estimate the characteristics of a certain population; useful in surveys. #CustomerSatisfaction
A statistical criterion for measuring a successful service. The expression of an aspect of a service in definitive and quantifiable terms, it specifies a term in an SLA and quantifies its associated measure (e.g., the percentage of total calls answered within a specific time, such as “80...
A survey that is planned and scheduled on a periodic basis (e.g., quarterly, annually). Usually, this refers to a survey measures customers’ overall satisfaction levels with a support center’s products, services, and personnel. #ServiceQuality #Metrics #BusinessAlignment ...
The customer support professionals who receive and handle customer inquiries, most often for nontechnical issues. They are expected to provide answers to common questions, perform routine procedures to resolve a high percentage of inquiries, and route more-complex issues to a higher level of...
A scoring system for customer sentiment which divides customers into three groups based on their survey responses: Promoters choose scores of 9-10 and are likely to refer you to others Passives choose scores of 7-8 and are satisfied but not enthusiastic Detractors...