Customer Service Dictionary Definitions and meanings of commonly used customer service terms and phrases. Customer Service Terms Agent Collision Agent Console Average Handle Time (AHT) Average Handle Time (AHT) Average Reply Time Business Hours Call Center Canned Response Case Priority Computer-Telephony Integration (CTI) Contact Center Cross-Selling Customer Churn Customer Experience Customer Feedback Customer Journey Customer Lifetime Value (CLTV) Customer Loyalty Customer Retention Customer Satisfaction Customer Self-Service Customer Service Customer Service Agent Customer Success Customer Support Customer Touchpoints Escalation Management First Contact Resolution (FCR) First Reply Time Frequently Asked Questions (FAQ) Help Desk Key Performance Indicators (KPI) Knowledge Base Net Promoter Score (NPS) Omni-Channel Service Outsourcing Outsourcing Request Backlog Resolution Rate Self-Service Portal Self-Service Ratio Service Level Agreement (SLA) Subject Matter Expert (SME) Support Channels Support Portal Support Ticket Support/Service Plans Talk Time Ticket Ticket Queue Ticket Routing Ticket Status Ticket Volume Tiered Support Time To Resolution (TTR) Troubleshooting
