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Back to Glossary

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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