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Deflection

verb

What is deflection?

Deflection is directing a customer to find an answer through a means of self-service.

CS Industry Terms

  • Average Handle Time (AHT) or Average Problem Resolution Time (APRT)
  • BPO
  • CS
  • CX
  • Customer Effort Score (CES)
  • Customer Satisfaction (CSAT)
  • First Response Time (FRT)
  • Lifetime Value
  • Net Promoter Score (NPS)
  • Omnichannel Communication
  • Service Level Agreement (SLA)
  • Text Analytics aka Text Mining
  • Tier 1 Agent
  • Time to First Response (TTFR)
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