It’s amazing to observe the rapid changes in the customer service space – the introduction of new channels and new technologies, and the subsequent changes in consumer behavior. With new communication channels appearing and evolving every year, it’s a challenge to understand how they relate to each other, and how they should all work together. New terminology can help our thought processes, if we all agree on the meanings. Conversely, ambiguity about words like “digital” or “chat” makes the navigation harder.
In this whitepaper, we’ll discuss terms that are either new to the customer service sector, or have a recently changed meaning. Hopefully this helps to steer you in the right direction! Continue reading