Customer Experience (CX). Standard CRM connectors. This is sometimes called average delay. PRI is a level of integrated services digital network (ISDN).
3PL (Third-party logistics). Customer Effort Score (CES). Agent type descriptions on the Cisco Collaboration Flex Plan Contact Center. The Brand Specialist activity that directly follows a call, email, chat, social media or SMS inquiry. A tool used to organize all of the social media sites for a business, including to spread brand reputation and analyze customer reactions.
See transmission control protocol/internet protocol. See public switched telephone network. A setting to adjust the number of rings before a call is automatically answered by an automated attendant or the caller is given a busy signal. For instance, Payment Card Industry (PCI) standards require measures that include protecting financial transactions and credit card information. Working on behalf of and for the satisfaction of a customer. Ccs country is ivr csr number. Maximum cloud provisioned users.
The strategy of identifying customer needs, improving customer interactions and customizing contacts, sales approaches and automation to provide optimum service to each type of customer to maximize the bottom line benefits to the organization. Peer-to-Peer Platform. See the Table 1 and the Features and Benefits section of each platform for more information on the deployment options for Cisco Collaboration Flex Plan Contact Center. Calculations based on the effectiveness of a result based on the effort required to deliver the result. An exclusive use of a network made up of circuits for a particular organization or group of associated organizations. Judgmental Forecasting. These may be calls from customers who dial the Brand Specialists' extension numbers or personal calls. A key performance indicator, AHT measures the average length of an interaction, including hold time, talk time and after-call work. Also see, attrition rate and turnover. Accounts for the rate at which live-streaming content is updated on a Brand Specialist's display, usually every five to 15 seconds. Assisting the customer in resolving a range of technological issues, such as troubleshooting technology and/or maintenance of software systems in an effort to resume continuity and maximize technical performance. Ccs country is ivr csr means. See rostered staff factor.
A social media site in which users create his or her own micro-blog comprised of posted texts, images and audio files. Can be calculated in monetary return, brand awareness, customer satisfaction, retention or other metrics. A call-center metric that measures the percentage of customer requests that were solved by an agent, or Brand Specialist, that could have been solved by a self-service function such as a FAQ. It is based on the assumption that callers will keep retrying to get connected if they are at first unsuccessful, which can result in an overestimation of trunks required. Consistency, amiability, greeting and the ability to conclude a call are all factors of service quality. This dialer type displays account information and the phone number on a telephone screen. Ccs country is ivr csr is important. Network Control Center. Business Process Outsourcing (BPO). A strong emotional feeling of enthusiasm, excitement and devotion to a brand. It may not reflect the most current legal developments, and Cisco does not represent, warrant, or guarantee that it is complete, accurate, or up to date. When a caller is informed by an automated announcement about an expected wait time. It can include the combination of ring time, delay time and conversation time. Learning by using an electronic means, such as internet or online classes.
Processed through software applications. Caller-Entered Digits. Converts analog signals to digital ones, as well as vice versa. This can be used by Brand Specialists to guide customers in website navigation. A customer satisfaction survey used to measure the degree of effort the customer felt they had to expend to resolve their issue. A law of nature that can't be changed. The Society for Human Resource Management provides the following formula to calculate retention rate: Number of employees employed for entire measurement period divided by number of employees at start of measurement period multiplied by 100.
In more than 100 countries, our flexible payment solutions can help you acquire hardware, software, services and complementary third-party equipment in easy, predictable payments. CSAT See customer satisfaction score. May be speaker-dependent or independent. The Health Insurance Portability and Accountability Act of 1996 established national standards to protect the privacy and security of certain health information. A protocol that allows for the cataloging of internet content. See telephone service factor. A service that provides calling and videoconferencing over the internet. Individuals opt out of receiving these calls. Interactive Voice Response (IVR) and self-service.