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WFM Glossary

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Glossary

WFM Glossary

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IVR

Interactive Voice Response, part of an ACD that allows a customer to enter information by responding to instructions through the keypad of the telephone or the VRU.

» WFM Glossary

All Trainings and Courses

Forecasting Training
Capacity Training
Intra-Day Training
Excel for WFM
WFM Overview
Theory of Variability
Call Arrival Processes
Single-Skill System
Multi-Skills Systems
Multi-Channels Systems
Customer and Agent Behavior
Forecasting Overview
Forecasting Objectives
Trend Models

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WFM-Academy is a product of CCmath B.V.

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