Glossary

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  • 1

  • 1st Level Support
    The 1st Level Support is the initial support level responsible for basic customer issues, sometimes called also Tier I, or Level 1, abbreviated as T1 or L1. It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic(...)
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  • ACD
    An automatic call distributor (ACD) or automated call distribution system is a device or system that distributes incoming calls to a specific group of terminals or agents based on customer need, type, and agent skill set. It is often part of a computer telephony integration (CTI) system. Many(...)
  • ARPU
    Average revenue per user (sometimes known as average revenue per unit), usually abbreviated to ARPU, is a measure used primarily by consumer communications and networking companies, defined as the total revenue divided by the number of subscribers. This provides the company a granular view at(...)
  • Auto-tagging
    Auto-tagging or automated tagging is used in customer service software to determine what topics are mentioned in the incoming customer service inquiries. Posts can be automatically routed or assigned to designated team of customer service agents based on topics mentioned or it allows to(...)
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  • Blog
    (a truncation of the expression weblog) A regularly updated website or web page, typically one run by an individual or small group, that is written in an informal or conversational style. The rise of Twitter and other "microblogging" systems helps integrate MABs and single-author blogs into(...)
  • BPO
    Business process outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a third-party service provider. Originally, this was associated with manufacturing firms, such as Coca Cola that outsourced large(...)
  • Brand Advocate
    In electronic commerce and online advertising, a brand advocate is a person, or customer who talks favorably about a brand or product, and then passes on positive word-of-mouth (WOM) messages about the brand to other people. Brand advocates often share company news via social media channels as(...)
  • Brand Ambassador
    Brand ambassador (celebrity spokesman) is a marketing term for a person employed by an organization or company to promote its products or services within the activity known as branding. The brand ambassador is meant to embody the corporate identity in appearance, demeanor, values and ethics.(...)
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  • Call Center
    A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. The term is used decreasingly as the(...)
  • Call Center Manager
    The manager of a call center (also called a contact center manager) is responsible for the daily running and management of the centre through the effective use of resources. They have responsibility for meeting, and possibly setting, customer service targets as well as planning areas of(...)
  • Call deflection
    Call deflection is a feature of voice over IP (VoIP) that automatically redirects a call from the called endpoint to another endpoint (usually a voice mailbox) when the called endpoint is busy. Call deflection can drive customer satisfaction when applied according to the preferred consumer(...)
  • Channel Agnostic
    Refers to a customer service processes that are indifferent to which channel or method a customer service agent choose to use to respond to the customer inquiry. The channel agnostic method is increasingly required as more customers use many different channels to reach out to the brands and(...)
  • Channel-based routing
    Routing by channel or assigning posts by channel refers to a distribution of posts or customer service inquiries based on the communication channel that was used by the customer to reach out to the brand. For example, all posts published by customers on a Facebook page are automatically routed(...)
  • Churn
    Churn rate (sometimes called attrition rate), in its broadest sense, is a measure of the number of individuals or items moving out of a collective group over a specific period of time. It is one of two primary factors that determine the steady-state level of customers a business will support.(...)
  • Comment
    Comment is a verbal or written remark expressing an opinion or reaction. On social media, it refers to a response to already existing user post, news post, a link, a photo, a video or a sponsored story. Users can typically comment to content published by their friends, followers, brands they(...)
  • Complaint
    A statement that something is unsatisfactory or unacceptable. In legal terminology, a complaint is any formal legal document that sets out the facts and legal reasons that the filing party or parties believes are sufficient to support a claim against the party or parties against whom the claim(...)
  • Contact center outsourcing
    Contact centre outsourcing or call center outsourcing is a phrase used to describe the practice of seeking resources -- or subcontracting -- outside of an organizational structure for all or part of a call center function. An organization might outsource its call center because it is cheaper(...)
  • Conversation
    Conversation is a form of interactive, spontaneous communication between two or more people. Typically it occurs in spoken communication, but some written exchanges may also be referred to as conversations. The development of conversational skills and etiquette is an important part of(...)
  • CRM
    Customer relationship management (CRM) is a system for managing a company's interactions with current and future customers. It often involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support. Relationship management is a(...)
  • CSR
    Corporate social responsibility (CSR) refers to companies taking responsibility for their impact on society. As evidence suggests, CSR is increasingly important to the competitiveness of enterprises.
  • Custom Business Rules
    Business rules are useful because they allow non developers to provide the functionality such as scripting, validating, processing automated workflow functionality such as automated routing or prioritizing based on topics mentioned or author description. Custom business rules are increasing(...)
  • Customer Experience
    Customer experience (CX) is the sum of all experiences at various touchpoints a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.
  • Customer Experience Management
    Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. The goal of CEM is to optimize interactions from the customer's perspective and,(...)
  • Customer Feedback Management
    Customer feedback management (CFM) online services are web applications that allow businesses to manage user suggestions and complaints in a structured fashion. A 2011 study conducted by Aberdeen Group showed that companies using customer feedback management services and social media(...)
  • Customer Insights
    Customer Insight is the intersection between the interests of the consumer and features of the brand. Its main purpose is to understand why the consumer cares for the brand as well as their underlying mindsets, moods, motivation, desires, aspirations, and motivates that trigger their attitude(...)
  • Customer Journey Map
    The customer journey map is an oriented graph that describes the journey of a customer by representing the different touchpoints that characterize his interaction with the service.
  • Customer Loyalty
    Customer loyalty is the result of consistently positive emotional experience, physical attribute-based satisfaction and perceived value of an experience, which includes the product or services. Consider who you yourself are loyal to. In terms of customer loyalty, customer experience management(...)
  • Customer Profile
    A description of a customer or set of customers that includes demographic, geographic, and psychographic characteristics, as well as buying patterns, creditworthiness, and purchase history. Customer profiles are used in CRM to better understand customers' needs and purchasing preferences.
  • Customer Satisfaction
    Customer satisfaction is a marketing term that measures how products or services supplied by a company meet or surpass a customer's expectation. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their(...)
  • Customer Service
    Customer service is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002), "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the(...)
  • Customer Service Agent
    A customer service agent or customer service representative (or simply customer service rep) interacts with a company’s customers to provide them with information to address inquiries regarding products and services. In addition, they deal with and help resolve any customer complaints to keep(...)
  • Customer Service Director
    A customer service director is a manager responsible in the company for managing customer service operations. Often, he is responsible for contact center (or call centre) operations.
  • Customer Service Helpdesk
    A help desk is a resource intended to provide the customer or end user with information and support related to a company's or institution's products and services. The purpose of a help desk is usually to troubleshoot problems or provide guidance about products or services.
  • Customer Service Team Leader
    Customer Service Team Leader work in a contact center on a managerial level. The purpose of this role is to supervise the customer service team ensuring that the team provides market excellent customer care.
  • Customer Touchpoint
    A touchpoint is any time a potential customer or customer comes in contact with your brand–before, during, or after they purchase something from you. Customer Touchpoints are the brand’s points of customer contact, from start to finish.
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  • Digital Customer Service
    Digital Customer Service is the practice of engaging in customer service over the internet, primarily through social media channels such as Twitter, LinkedIn and Facebook. Digital Customer Service allows brands to engage in customer service in a faster, more flexible, and more engaging manner.
  • Direct Messages
    Direct Messages are private messages sent from one user to another via social media channels such as Twitter or Facebook. This allows users to send a message that is not made public, but only read by the recipient.
  • DMS
    DMS is a Document Management System, which is used to track, manage, and store documents. Generally this refers to computer programs that allow brands to manage digital documents, including customer queries and complaints.
  • e

  • Email Customer Service
    Email Customer Service is customer service undertaken via email. A brand of digital customer service, this makes the brand more accessible to customers than classic call center customer service.
  • Engagement
    Engagement is the degree to which customers are connecting with a brand or the brand's posts on the internet. A high level of engagement means that customers feel connected to a brand, usually because the brand is responsive over social media. Customers who are engaged are more likely to be(...)
  • Engagement Rate
    Engagement Rate is the measurement of how engaged customers are with a given brand. This generally refers to activity on a brand's social media pages, including Twitter, LinkedIn, and Facebook. Engagement Rate quantifies the number of shares and likes on a given post as well as its reach,(...)
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  • Facebook Reply
    A Facebook Reply is a reply made to a post or comment on Facebook. This function allows conversations to quickly and easily take place directly on a Facebook page, as a brand or a customer can reply immediately and directly to a comment, query, or complaint.
  • FRT FCR – First Call (Contact) Resolution
    First Call Resolution or First Contact Resolution is the process of solving a customer's complaint or query the first time they contact a brand, thereby eliminating the need for the customer to contact the brand again for the same issue. This should be the ideal of every customer service(...)
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  • H2H
    H2H stands for human-to-human, and refers to a more personalized way of interacting with customers, both in customer service and marketing. This focuses on the personal relationships that exist between customers and the brands they use. Whether through social media or even classic call(...)
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  • Inbound
    Inbound means that customers are attracted to your brand and are drawn to interact with it because of the quality and interest of the content you publish online. Often connected with marketing, inbound is the opposite of the old style of buying ads and pushing your brand on customers. Inbound(...)
  • Influencer
    An influencer is someone who is considered influential and in-the-know. These usually include CEOs, thought leaders, journalists, and popular creative minds. Targeting influencers with large social networks and getting them to help boost a brand's visibility is a very effective style of marketing.
  • Influencers
    An influencer is someone who is considered influential and in-the-know. These usually include CEOs, thought leaders, journalists, and popular creative minds. Targeting influencers with large social networks and getting them to help boost a brand's visibility is a very effective style of marketing.
  • Insights Report
    An Insights Report is a report that gathers and explains information about what customers are doing and why. This can include information about how customers use a product and how they are most likely to interact with brands. An Insights Report collects a large amount of information about(...)
  • IVR
    IVR is interactive voice response. This is technology that allows a computer to interact with a human voice, typically over the phone. IVR is the software used for most automated call center responses. Where previous automated call center technology used the keypad to gauge customer responses(...)
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  • Keyword-based Monitoring
    Keyword-based Monitoring is the practice of tracking how your site ranks in search engines for the keywords that are important to your brand. This can give you information about your keywords, like how competitive they are and how many people search using which exact terms. This helps you(...)
  • Knowledge Base
    Knowledge Base is software that is used to store large amounts of information on a computer. With the proliferation of information on the internet, Knowledge Base systems are now crucial for content management and for relevant customer service.
  • KPI
    KPI is Key Performance Indicator, which is a measurement of how well a company or an individual employee is achieving their key objectives. Brands use KPIs to measure how well and how quickly they are achieving their goals.
  • l

  • Live Support
    Live Support is a service that allows brands to communicate with visitors to their website in real time, typically through chat or messaging. This means that a brand can provide instant responses to customer queries and complaints. Live Support is also known as live chat or live help.
  • m

  • Monitoring Query
    Monitoring Query is the practice of monitoring specific queries on a given website. This can be done with a single query or a specific set of queries. Monitoring these allows a brand to keep track of what questions have been asked, by whom, and how they were resolved. You can also monitor how(...)
  • Multi-channel customer service
    The aim of multichannel customer service is to provide customers with options for how they would like to communicate with a brand if they have a query or a complaint to make. It is also about providing a seamless experience to the customer, regardless of which channel they choose to use.
  • n

  • Natural Language Processing
    Natural Language Processing (NLP) is related to the area of human-computer interaction. It is concerned with the way computers interact with and respond to human languages. Essentially, it refers to the ability of a computer to recognize and understand human language as it is spoken, and then(...)
  • NPS
    Net Promoter Score (NPS) measures customer loyalty for a particular brand. It is an alternative to traditional customer satisfaction research, and is more connected to revenue growth. NPS can be as low as -100, which means that every customer is a detractor, or as high as +100, which means(...)
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  • Omni-channel Customer Service
    Omni-channel Customer Service is the practice of undertaking customer service across a variety of social media channels, typically Twitter, Facebook, and LinkedIn. This means that a brand can not only become aware of customer queries and complaints from a wide variety of sources, but can also(...)
  • Online community management
    An online community management or simply community management is a process of growing, building and guiding an online community on social media, or on an owned platform. Community management involves a combination of guidance and moderation, long-term engagement, support for social media(...)
  • Online Community Manager
    An online community manager or simply community manager builds, grows, and manages online communities, often around a brand or cause. Online community managers may serve a variety of roles depending on the nature and purpose of their online community, which may or may not be part of a profit(...)
  • Online Discussions
    Online Discussions are discussions that take place online, typically over social media, referring to specific brands. It is these discussions that brands need to monitor in order to stay relevant and to be aware of what their customers are saying about them across a variety of online channels.(...)
  • Online Surveys
    Online Surveys are known as self-administered surveys, as opposed to the traditional form of administered surveys, which take place face-to-face or over the telephone. Typically, Online Surveys are built into web pages or take place over email. Online Surveys allow customers who opt to share(...)
  • Outbound
    Outbound refers to messages or information that a brand sends out to its customers, as opposed to inbound messages or information that customers send to a brand. An outbound call center, for example, is one where operators make calls to customers on behalf of the brand. These can include(...)
  • Outsourcing
    Outsourcing is the contracting of work to another company or agency that is separate from a brand. Outsourced work could be done in-house, but for price or convenience reasons a brand might decide to outsource this work. The most common example of outsourcing is how many technology companies(...)
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  • Post
    A Post is any message or piece of information that a brand makes public via social media. Typically posts refer to content published on a blog, on LinkedIn, or on Facebook. This is a quick and easy way to make messages or information available to large numbers of customers and clients at the(...)
  • Post Engagement
    Post Engagement is the measurement of how much customers and clients are reacting to and engaging with posts. Engagement on Facebook, Twitter, or LinkedIn can come in the form of page views, retweets, likes, comments, or shares. Generally, the higher the post engagement the more successful the(...)
  • Post Influence
    Post Influence is the measurement of how much influence an individual social media post has had. Post Influence is related to Post Engagement in that posts that receive high engagement are also likely to have a high degree of influence. If people are engaged with your posts and talking about(...)
  • Predictive Intelligence
    Predictive Intelligence is software that gathers and analyzes data in order to make predictions about the future. Predictive Intelligence looks for patterns in previous data and creates models based on those patterns. Such models can pertain to sales, consumer behavior, and numerous other areas.
  • Publishing Calendar
    A Publishing Calendar is a schedule of posts a brand publishes on the internet. These posts can range from tweets and social media updates to blog posts and website content. Typically the Publishing Calendar is designed based on a combination of the brand's needs and through testing what time(...)
  • q

  • Qualitative Analysis (Qualitative Research)
    Qualitative Analysis, also known as Qualitative Research, is the attempt to analyze and thus make sense of unstructured data. Specifically, this is often used to reveal the perceptions and behavior of a target audience in regards to a certain product or concept. In most brands, this type of(...)
  • Queue Management
    Queue Management is the process of managing queues of customers to make them more streamlined and thus to decrease customer waiting time. Typically this is undertaken using software that can direct and group different customer issues. Queue Management is a necessity for customer satisfaction(...)
  • r

  • Re-routing
    Re-routing is the practice of rechanneling customers, either through different customer care channels, or to different customer service representatives. This can make customer service more efficient, as customers are directed to their specific destination in an efficient manner.
  • Relationship Routing
    Relationship routing is the routing of customers to customer service agents with whom they have previously had a query. Relationship routing means putting customers in touch with the customer care representatives they know, which allows a relationship to develop, and makes customer care more(...)
  • Response
    Response is the reaction of a brand to a customer query or complaint. Response is typically timed, with the most responsive and engaged brands boasting very short response times. Timeliness, relevance, and quality are three measurable aspects of customer care responses.
  • Retweet
    A retweet, or RT, is a form of Post Engagement via Twitter. This is when a user republishes one of your tweets, allowing it to be viewed by users who follow them, but may not follow you. Retweets are highly desirable for any post on Twitter.
  • Risk Assessment
    Risk Assessment is the systematic process of assessing potential risks that could be associated with an upcoming or possible project. Identifying potential hazards, financial or otherwise, of a certain project is important for predicting its possible failure or success.
  • ROI
    ROI is return on investment, which is the most common ratio of profitability. The simplest way to determine ROI is to divide net profit by total assets. Therefore, if net profit is $100,000 and total assets are $300,000, ROI would be 33 percent. In simple terms, ROI determines the monetary(...)
  • Routing
    Routing is the process of directing customers or customer queries through specific customer care channels. Routing is important for maintaining fast and efficient customer care. If routing isn't working efficiently the first time, it may be necessary to re-rout the customer.
  • RT
    RT is short for retweet, which is a form of Post Engagement via Twitter. This is when a user republishes one of your tweets, allowing it to be viewed by users who follow them, but may not follow you. Re-tweets are highly desirable for any post on Twitter.
  • s

  • SaaS
    SaaS stands for software as a service. This refers to a software distribution model in which software and apps are hosted by a service provider or vendor, and made available to customers over a network, typically the internet. This means the customer doesn't buy the software, but buys the use(...)
  • Sentiment
    Sentiment is the perception that customers have about a particular brand or product. Sentiment is the feeling of customers for brands and products. It can be measured via Sentiment Analysis, which allows a brand to analyze and make use of sentiment for ongoing and future projects.
  • Sentiment Analysis
    Sentiment Analysis is the systematic gathering and analysis of customer sentiment. Using language processing and text analysis, this process allows a brand to gauge customer sentiment to their products, and thus to make measured changes to target the needs and desires of customers.
  • Sentiment-based Routing (Routing By Sentiment)
    Sentiment-based Routing is using customer sentiment to determine the channel that a particular customer should follow. Based on the customer's sentiment, a customer care channel will be chosen, allowing that customer to receive the quickest and most efficient customer care possible. This(...)
  • Share
    A Share is the act of passing on a social media post. If a user shares a brand's post, that post is then visible to that users followers. Sharing is the most typical way that content is spread and proliferated via social media. The more shares a post receives, the higher the level of user(...)
  • Skill-Based Routing
    Skill-based Routing is routing that assesses the needs of the customer and assigns that customer to the most capable agent, rather than to the next available agent. By assigning customer queries and complaints to the customer care agent with the most appropriate skill set, skill-based routing(...)
  • SLA
    An SLA is a service-level agreement, which is contained in a service contract which formally defines a particular service. Specific aspects of the service, from schedule to the scope of responsibilities, are agreed in the SLA between the service provider and the customer. SLAs are very often(...)
  • Social Account (Social Channel)
    A Social Account, also known as a Social Channel, is an account on social media, whether it's Twitter, Facebook, LinkedIn, or another social network. The Social Account can belong to an individual user or to a brand as a whole. Typically the use of social accounts allows brands to represent(...)
  • Social Ads
    Social Ads are advertisements placed on social media channels such as Facebook and Twitter. These ads, which are rapidly proliferating, typically target users of social media who have expressed an interest in a particular brand or subject matter. Social ads are usually more catchy and succinct(...)
  • Social Analytics
    Social Analytics, also known as Social Media Analytics, is the gathering and analysis of information conveyed over social media. Social Analytics typically includes information about the number of views a post on social media receives, and can also convey more detailed information about a(...)
  • Social CRM
    Social CRM is Customer Relationship Management undertaken over social media. This refers to social customer care, in which brands engage their customers via social media, in addition to or rather than through classic methods like the call center. Social CRM allows brands to provide customer(...)
  • Social Customer
    A Social Customer is a customer who is on social media. This accounts for approximately 1.4 billion people, a number which is growing all the time. The number of social customers continues to proliferate, as does the likelihood that they will use social media rather than traditional channels(...)
  • Social Customer Ecosystem
    The Social Customer Ecosystem is an innovative way of looking at social customer care. Rather than seeing each customer care channel as separate, this approach considers all digital customer care channels, from social media to blogs and websites, as one single ecosystem. Thinking about these(...)
  • Social Customer Service
    Social Customer Service is the practice of using social media to engage in customer service. Rather than traditional channels such as call centers, Social Customer Service uses Facebook, Twitter, LinkedIn and other social media networks to connect with customers and answer queries and(...)
  • Social Customer Service Tool
    A Social Customer Service Tool is software that allows a brand to keep up with the social media conversations customers are having about their brand. Typically a Social Customer Service Tool has the ability to listen in on conversations taking place across the internet, then aggregates them(...)
  • Social Customer Service Vendor
    A Social Customer Service Vendor is a company that provide Social Customer Service Tools that allow brands to provide more effective and responsive Social Customer Service. There are a growing number of Social Customer Service vendors providing ever more complex software for Social Customer Service.
  • Social Feed
    A Social Feed is a format that constantly updates information from social media, allowing a real-time view of posts and comments on social media. Rather than having to manually refresh web pages, a social feed keeps you constantly updated about what is happening at any given moment via social.
  • Social Media Agency
    A Social Media Agency is a company specializing in social media that deals with a brand's social media presence. A brand will hire a Social Media Agency to manage all of its social media accounts. Because more brands rely on social media these days for fielding customer service queries and for(...)
  • Social Media Command Center
    A command center or command centre (in army is often called a war room) is any place that is used to provide centralized command for some purpose. In marketing, people increasingly refer to social media command center or social media command centre, that is a centralized command room with(...)
  • Social Media Manager
    A Social Media Manager is an employee who manages a brand's social media accounts. Typically a Social Media Manager is in charge of deciding what and when to post via social media. The scheduling of content as well as the decisions of what content to post can have large effects on the(...)
  • Social Media Marketing
    Social Media Marketing is the practice of engaging in marketing over social media. This is a relatively recent development that is gaining a great deal of momentum. By putting their best face forward over social media, brands can create a positive social media presence that will draw customers(...)
  • Social Media Reach
    Social Media Reach refers to how many people a social media post will reach. A brand with a high level of Social Media Reach has many followers and is connected to many networks, meaning that their posts on social media will be seen and shared by large numbers of people. The bigger your Social(...)
  • Social Media Strategy
    Social Media Strategy is a brand's strategy for using social media to engage customers. Now that social media is becoming the most common way for brands to undertake customer service, and even to market, a clear and well-researched Social Media Strategy is a must for any brand that wants to(...)
  • Social Media Stream
    A Social Media Stream is another way of referring to a Social Media Channel. This can refer to Twitter, Facebook, LinkedIn, or any other social media channel. Social Media Streams are constantly proliferating, meaning that brands have to pay attention to more streams all the time, as customers(...)
  • Social Media Topic
    A Social Media Topic is any particular topic that gets discussed over social media. The most popular topics at any given moment are referred to as "trending." It's important for brands to be aware of what Social Media Topics are trending at any moment, as these topics determine the greatest(...)
  • Social Post Scheduling
    Social Post Scheduling is the practice of scheduling post on social media. There are specific times of day and specific days of the week when posts are typically most effective, so Social Post Scheduling takes advantage of these times, and posts when social media is receiving the most traffic.
  • Social Publishing
    Social Publishing is the process of publishing a post on social media. It is more and more common for brands to publish posts via social media, allowing them to share content quickly and easily with their customers and followers. Whether it refers to a tweet, or a post on Facebook or LinkedIn,(...)
  • Social Sharing
    Social Sharing is the process of sharing posts via social media. Whether on Twitter, Facebook, LinkedIn, or any other social media channel, social sharing is the way that users pass on content. When a user shares a post it means that his or her followers can see the post and choose whether to(...)
  • Spam Filter
    A Spam Filter is a setting on email that filters out spam messages that contain unwanted, unnecessary, or impertinent information. Typically spam email is sent indiscriminately by computer programs to a huge number of email addresses, in the hopes of generating even a small percentage of(...)
  • Sponsored Story
    A Sponsored Story is a story that appears on social media or on a website, and has been written by a brand. Sponsored Stories allow brands to advertise in a less conspicuous, and possibly more relevant manner. Rather than by using a classic ad format, a Sponsored Story more subtly advertises(...)
  • Support Automation
    Support Automation is the practice of automating customer support. Support Automation allows customer care to be given 24 hours a day, regardless of whether customer care agents are present at work. Support Automation involves aggregating and analyzing support given on specific topics or(...)
  • Support Level
    Technical Support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on a business' needs regarding their ability to sufficiently serve their customers or(...)
  • t

  • Text Analytics
    Text Analytics is the practice of analyzing written text. This involves software that reads, analyzes and responds to written text, typically involving a customer query or complaint. Using Text Analytics allows a brand to respond remotely to customer comments, queries and complaints, and is(...)
  • Topic-based Routing (Routing By Topic)
    Topic-based Routing is the practice of routing customers based on the topic of their complaint or query. Following this practice, customers are referred to the agent who is best equipped to deal with that particular topic, rather than simply being routed to the next available agent. This(...)
  • Tweet
    A Tweet is a post made on Twitter. Tweets are limited to 140 characters and are therefore short by necessity. Tweets are one of the most common ways for customers to voice complaints or comments about the brands they use.
  • u

  • UC - Unified Communication
    Unified Communication, or UC, is the integration of multiple platforms of communication, including instant messaging, voice, video, and other types, into one interface. The purpose of Unified Communication is to increase efficiency in business operations and for the user. UC allows a user to(...)
  • Unified Interface
    A Unified Interface refers to software that aggregates multiple channels into one platform, allowing users to more easily and efficiently engage in communication across a spectrum of channels, all from one place. A Unified Interface brings everything together into one place, whether it's(...)
  • Unstructured Data
    Unstructured Data refers to data that has not been organized into a specific data set and is thus somewhat unwieldy. Unstructured Data can refer to large amounts of text, or a great many facts or figures that have not been organized into any simply accessible format. Unstructured Data can(...)
  • w

  • Web Chat Customer Service
    Web Chat Customer Service is customer service that takes place via chat software on a company's website or social media page. This allows brands to provide real-time customer care that is instantly responsive and very flexible.
  • WFO
    WFO, or Workforce Optimization, is the practice of making sure a workforce works as effectively as possible. Brands often use WFO software which oversees performance, especially in call centers. WFO software typically combines performance management, quality monitoring, coaching, surveying and(...)
  • WOM
    WOM is word-of-mouth, which is the honest sharing of opinion among customers. Literally, WOM refers to customers speaking to one another about their experiences with a brand, but today WOM typically takes place over the internet, via social media, chat, or email. WOM can be the most powerful(...)
  • Work Shift
    A Work Shift is a set period of time in which employees do their job. Typically a work shift lasts eight hours, but that can vary depending on the company and the position.
  • Workflow Report
    A Workflow Report is a report that charts a team's workflow, or how tasks are assigned and completed. A Workflow Report allows managers to see quickly and easily how tasks are being dealt with. This allows the manager to improve the efficiency of the team.
  • Workforce Management (WFM)
    Workforce Management, or WFM, is an umbrella term that encompasses all of the activities that are necessary for the management of a productive workforce. Workforce Management software is software that has been developed to make this complex task more manageable. The task typically involves(...)
  • Workforce Optimization (WFO)
    WFO, or Workforce Optimization, is the practice of making sure a workforce works as effectively as possible. Brands often use WFO software which oversees performance, especially in call centers. WFO software typically combines performance management, quality monitoring, coaching, surveying and(...)