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 notation created in the case management system or software that records the customer’s problem or service request. Each case is typically assigned a number; cases may be created from phone calls, email, chat, autologging , fax, social media, text message, mobile app, walk-up (in person), or...
The formal process of one support level or function transferring a service request to another support level to ensure the request remains assigned until resolved. Also called a warm transfer . #TechnicalSupport #CustomerService #SupportOperations
The principle that the individual who receives the initial contact is the individual who is responsible for that customer problem , incident , question, or error until the case is closed, even if the case is forwarded to another individual or group. Also known as “touch and hold” and, in the...
A series of telephone lines organized in such a way that if the first line is busy, the next line is hunted and so on until a free line is found. For example, Line 1 (555-1000) is first in the hunt group, Line 2 (555-1001) is second, Line 3 (555-1002) is third, and so on. #CustomerService ...
(1) A sequentially assigned tracking unit in service management software. (2) An alternative term for a case . #TechnicalSupport #DesktopSupport #SupportOperations #CustomerService
The process of transferring a call without disconnecting. See also Handshake #SupportCenter #TechnicalSupport #CustomerService #SupportOperations
A person who uses IT services on a day-to-day basis. #SupportOperations #CustomerService
A term used to incorporate the multiple meanings for help desk , service desk , and contact center ; an entity that provides technical support to internal “end user” employees or external customers. #SupportModels #TechnicalSupport #SupportCenter #SupportOperations #CustomerService...