Also called text chat , live chat or web chat , a support channel through which customers are connected to analysts in real time and can use instant messages to communicate. #Technology #MultichannelSupport #Chat #SupportChannels
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 analysis of changes in a given item of information over a period of time. #MultichannelSupport #ProcessManagement #Metrics #SupportOperations #WorkforceManagement #ServiceQuality #Staffing #RootCauseAnalysis #ProblemManagement
The number of actual calls an individual or group handled divided by occupancy for that period of time. #WorkforceManagement #MultichannelSupport #Metrics #Staffing #SupportChannels
A simple system that distributes calls to a group of analysts and provides some reports. A UCD is not as sophisticated as an ACD , and UCDs usually use simple hunt groups for call distribution. #Technology #SupportOperations #SupportChannels #MultichannelSupport
See Unified Communications #SupportChannels #MultichannelSupport #Technology
Also known as Unified Messaging, unified communications integrates email, voicemail, fax, and mobile telephone messaging (text) into a single managed communications framework that allows office workers and telecommuters to have access to all of their communications capabilities from anywhere, at...
The capability of a voice processing system to decipher spoken words and phrases. See also IVR and AVR . #MultichannelSupport #Technology #SupportChannels
The capability of a voice processing system to decipher spoken words and phrases. See Speech Recognition . #Technology #SupportChannels #MultichannelSupport #SupportOperations