Email ticket system
Email ticket systems work by intaking customer requests via email.
Employee scheduling software
Employee scheduling software is an automated tool that helps contact centers drive performance and productivity while balancing agents’ needs
Enterprise Live Chat
Enterprise live chat is an embedded web chat function on an enterprise company website.
Enterprise Relationship Management (ERM)
Enterprise relationship management (ERM) is a technology program used for managing customer relationships systematically.
Escalation
Escalation in the contact center refers to the persistent rise in importance, severity, or scope of a customer issue, business process, or task.