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WFM Glossary

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Glossary

WFM Glossary

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Cross-trained

Denotes an agent who has more than one skill, who can therefore handle more than one type of call. A generalist is fully cross- trained. Also denoted as X-trained.

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Forecasting Training
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Excel for WFM
WFM Overview
Theory of Variability
Call Arrival Processes
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Forecasting Overview
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