Escalation calls are a crucial part of maintaining service quality, ensuring customers receive timely and accurate solutions when situations become complex.

Digital customer experience mainly refers to customers' interaction with businesses or organisations using any digital medium.

Multi-channel support offers customers the flexibility to connect with a business using their preferred communication methods, including phone, email, chat, or social media. This approach guarantees convenience and a consistent experience across all interactions.

Live chat is a real-time communication channel that allows customers to connect instantly with service agents through a website or mobile app. It’s one of the fastest and most convenient ways to get help, ask questions, or resolve issues.

An Inbound Call Center is a facility where trained agents handle incoming calls and queries from customers.

A helpdesk serves as the first point of contact for customers or employees seeking technical or service-related assistance.

Business Process Outsourcing (BPO) is the practice of delegating specific business functions to external experts.