The world of customer service is ever expanding, making it a complicated and dynamic space to navigate. 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 work together. New terminology can help our thought process, if we all agree on the meaning. Conversely, ambiguity about words like “digital” or “chat” or “call” makes the navigation harder.
In this series, we will discuss terms that are either new to the customer service space or have a recently changed meaning. We’re not going to do a simple dictionary-style listing of common terms (you can find that in many other places). We’re just tackling the stuff that is still hot out of the oven! Continue reading