Online customer service

This online customer service topic section features resources to help you define the pros and cons of online customer service and evaluate vendors. Learn how to get started with using self-service technology and discover web-based customer service best practices. Read case studies from organizations that are finding success with e-service technology and how call centers are using chat effectively. Read online customer service news about self-service vendors and market trends, plus find advice and resources to improve your call center's online customer service strategy.

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  • Quality of Experience 03 Apr 2008

    Word - Quality of Experience (QoE or QoX) is a measure of the overall level of customer satisfaction with a vendor. QoE is related to but differs from Quality of Service(QoS), which embodies the notion that hardware and software characteristics can be measured,...

  • off-peak 23 Jul 2007

    Word - Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period... (Continued)

  • outbound call 23 Jul 2007

    Word - An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued)

  • outbound call center 23 Jul 2007

    Word - An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client... (Continued)

  • inbound call center 23 Jul 2007

    Word - An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls... (Continued)

  • Erlang C 23 Jul 2007

    Word - Erlang C is a traffic modeling formula used in call center scheduling to calculate delays or predict waiting times for callers... (Continued)

  • inbound call 23 Jul 2007

    Word - An inbound call is one that a customer initiates to a call center or contact center... (Continued)

  • call center agent 20 Jul 2007

    Word - A call center agent is the person who handles incoming or outgoing customer calls for a business.

  • Erlang B 20 Jul 2007

    Word - Erlang B is a modeling formula that is widely used in call center scheduling... (Continued)

  • abandoned call 20 Jul 2007

    Word - An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs... (Continued)

See also -Topics Related to Online service:

Call center VoIP software, Call center agent, Call center manager, On-demand call center, Outsourcing, Software, Speech technology