WFM Glossary
Workforce Management definitions and formulas
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Call Blending | |
Call CenterA collection of resources (typically agents and ICT equipment) capable of delivering services by telephone. | |
ChannelIn the context of contact centers a means to have contact with customers. Examples are telephone, fax, and internet. | |
Contact CenterA collection of resources (typically agents and ICT equipment) capable of delivering services through multiple communication channels. | |
CRMCustomer 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. | |
Cross-trainedDenotes 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. | |
CTIComputer-Telephony Integration, the process that enables communication between and integration of telephone equipment and computer systems. | |