📝 Add glossary terms below this line:

• ACW (After Call Work): Tasks completed by an agent after finishing a customer interaction.
• CRM (Customer Relationship Management): A system to manage customer interactions and data.
• CSAT (Customer Satisfaction Score): Measures how satisfied customers are with a service.
• Deflection: Helping customers resolve issues through self-service channels.
• First Contact Resolution (FCR): Solving an issue in the customer’s first interaction.
• IVR (Interactive Voice Response): A phone system that lets users interact via keypad or voice.
• Knowledge Base: A central library of helpful articles and FAQs.
• SLA (Service Level Agreement): A commitment on response/resolution time for issues.
• Touchpoint: A digital interaction point (e.g., search, popup) that helps the customer mid-journey.
• Wrap-Up Code: A label agents apply to categorize the outcome of a support call.