Glossary

A

Agent Certification Program

Average Handle Time (AHT)

B

Back Office Support

Business Process Outsourcing

C

Customer Experience (CX)

Customer Relationship Management (CRM)

Customer Satisfaction Rating (CSAT)

Customer Service

D

E

F

First Contact Resolution Rate

I

K

Knowledge Management System (KMS)

M

O

Offshore Outsourcing

Omnichannel Support

Operations Director

Operations Manager

P

Q

Quality Assurance (QA)

Quality Assurance Team (QA)

R

Resolution Time

S

Service Level Agreement (SLA)

Social Media Support

Support Channel

T

Talent Acquisition

Team Leader (TL)

V

W

Workforce Management