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A collection of resources (typically agents and ICT equipment) capable of delivering services by telephone.
Call Center Arithmetics
Basic WFM calculations based on totals and averages, without taking fluctuations and flexibility into account. See also call center mathematics.
Call Center Mathematics
Advanced WFM calculations going beyond call center arithmetics, taking fluctuations and flexibility into account.
In the context of contact centers, a means to have contact with customers. Examples are telephony, fax, and internet.
A collection of resources (typically agents and ICT equipment) capable of delivering services through multiple communication channels.
From Wikipedia: ”In business, a cost centre is a division that adds to the cost of an organization, but only indirectly adds to its profit. Typical examples include Research and Development, Marketing and Customer service.”
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.
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.
Computer-Telephony Integration, the process that enables communication between and integration of telephone equipment and computer systems.