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...
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 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
(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 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 ...
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...