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 term used to describe the service desk or support center’s role as the customer’s one-stop resource for all support-related issues and requests. #ITSM #ServiceDesk #SupportOperations #SupportChannels #SupportCenter #SupportModels #ITIL
See Unified Communications #SupportChannels #MultichannelSupport #Technology
Passing an incident to a more capable resource after some preliminary handling. See also Warm Transfer and Handshake . #SupportChannels #SupportOperations
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...
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 ...
The number of actual calls an individual or group handled divided by occupancy for that period of time. #WorkforceManagement #MultichannelSupport #Metrics #Staffing #SupportChannels
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...
A collection of telephone trunks associated with a single peripheral and usually used for a common purpose. #SupportChannels #Technology #SupportOperations