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WFM Glossary

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Channel

In the context of contact centers, a means to have contact with customers. Examples are telephony, fax, and internet.

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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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