Glossary: 64 terms

Transactions that involve a live interaction between the representative and the customer. These include inbound calls, webchats, SMS, and person-to-person. For these transactions, customers will wait in a queue until they get support or decide to abandon. Acronyms/ Synonyms: Live Transactions, Live Interactions, Real-time Interactions

Employees of the Service Provider that have been hired and trained to provide Customer support. Clients may opt to partake in the hiring and training process to ensure alignment with their business objectives. Acronyms/ Synonyms: Agent, Customer Service Representative, Representative