WFM Glossary | WFM-Academy

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Workforce Management Terminologies, definitions, formulas and Erlang calculators!

Erlang Calculator click here

Two-Skill Calculator click here

Calculators Gerkoole.com click here

Browse the glossary using this index

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I

ICT

Information and Communication Technology, technology relative to computers and technology-assisted communication.

Intra-Day Management

See RTPM.

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.

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

Support

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Company

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

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