CS
Customer Service

CSR
Customer Service Representative

CRM
Customer Relationship Management

KPI
Key Performance Indicator

SLA
Service Level Agreement

NPS
Net Promoter Score

CSAT
Customer Satisfaction Score

CES
Customer Effort Score

FCR
First Contact Resolution

TAT
Turnaround Time

IVR
Interactive Voice Response

FAQ
Frequently Asked Questions

PBX
Private Branch Exchange

CTI
Computer Telephony Integration

WFM
Workforce Management

BPO
Business Process Outsourcing

OSS
Operational Support Systems

CSM
Customer Success Management

RMA
Return Merchandise Authorization

MPS
Managed Print Services

DID
Direct Inward Dialing

SOP
Standard Operating Procedure

TQM
Total Quality Management

LTV
Customer Lifetime Value

VOC
Voice of the Customer

OTT
Over-the-Top (referring to service delivery)

CC
Call Center

PDA
Personal Digital Assistant