Contact Disposition
Definition: Contact Disposition refers to the classification or categorization of customer interactions based on their outcome or the action taken during the interaction. It helps in tracking and managing follow-up actions and analyzing the effectiveness of customer engagements.
Types of Dispositions:
- Resolved: Indicates that the customer’s issue or query was successfully addressed during the interaction.
- Escalated: Represents situations where the interaction was escalated to a higher level of support or management for further handling.
- Pending: Refers to cases where follow-up actions are required before the issue can be considered resolved.
Benefits of Contact Disposition:
- Improved Tracking: Helps in keeping track of the status of customer interactions and ensures that necessary follow-ups are completed.
- Enhanced Reporting: Provides valuable data for generating reports on interaction outcomes, which can be used to evaluate performance and identify trends.
- Efficient Resource Management: By categorizing interactions, contact centers can better allocate resources and manage workloads based on the nature of the issues.
Other Terms:
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