In the past, we just said "calls." Today, customers contact companies also via TikTok, WhatsApp, Social Media, and Email. Therefore, we use the term Contact or Interaction to describe any unit of work where an agent helps a customer. That means that every time a customer calls/texts the company, an Interaction or Contact is created.
Each client will determine how they call those interactions happening between an agent and a customer, and both terms can be used indistinctively. However, make sure you use your program's guidelines.
Depending on the clients, their processes, and industry, other ways to call these terms are:
- Cases.
- Requests.
- Engagements.
- Tickets.
- Sessions.
Furthermore, clients will measure what happened on such interactions through the lens of several performance metrics, which we will cover in further sections.
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