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Glossary

WFM Glossary

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CRM

Customer Relationship Management, mainly used to denote computer systems that allow to record and retrieve interactions with the customer. CRM systems made the advent of call centers possible.

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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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