Customer Service Operations

Agent collision happens when multiple customer service agents respond to the same ticket at once, causing confusion for the customer and inefficiency for the organization. Or, in another scenario, the agent to submit a reply first “wins,” and the other doesn’t realize they’re typing in vain until they try to submit and get an error…

Automated customer service uses an automated system to provide customer service instead of, or more often, in conjunction with, human agents. Automated customer service is typically enabled by chatbots, QuickSearch Bots, and artificial intelligence (AI). Why Does Automated Customer Service Matter to Customer Service? Automated customer service is priceless for companies because it allows customers…

An activity log is a recorded log of how time is spent. Within organizations, activity logs are typically used to track how employees, in particular, are spending their time. Analyzing activity logs can help improve productivity, address process weaknesses, improve employee time management, and ultimately maximize time spent on improving customer experience. Why Do Activity…

Autoresponders are automatic messages people receive when they perform an action such as emailing a recipient or sending another form of message. They’re typically used to confirm to the sender that the message has been received. Why Do Autoresponders Matter to Customer Service? In customer service, autoresponders are used by companies to reassure customers and…

Average reply time, or average response time, refers to the average time between responses throughout an entire customer ticket lifecycle. Unlike average handle time, which is the average of the time it takes to solve the customer’s problem, average reply time is specifically about how quickly a customer service organization responds at each point of…

Average handle time (AHT) is an average of the time it takes to solve a customer’s problem. It’s a call center metric that refers to the average duration of an entire transaction, from the initiation of the customer call to the conclusion of any tasks that the call entails for the agent. It includes customer…

Customer case management describes the process any customer service organization uses to handle, route, resolve, and report on customer issues — ”cases” that have a tangible “open” and “close” point. It’s a typically collaborative process, not just between employees and customers but involving technology, content, and databases — a complex mix of factors that can complicate how…

A contact center is an organization within a company that coordinates and integrates the various ways customers can contact the company for support. Traditional call centers were focused on incoming and outgoing voice calls, but this model is outdated. Modern contact centers can manage customer inquiries and requests via both voice calls and digital applications such as email, messaging,…