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WFM Glossary


WFM cycleWorkforce Management definitions and formulas

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Browse the glossary using this index

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C

Call Blending

A way of handling different call queues, for example inbound and outbound calls, at the same time by assigning them in a dynamic way to one or multiple agent groups. Call blending is often implemented as a way of maximizing occupancy.

Call Center

A collection of resources (typically agents and ICT equipment) capable of delivering services by telephone.

Channel

In the context of contact centers a means to have contact with customers. Examples are telephone, fax, and internet.

Contact Center

A collection of resources (typically agents and ICT equipment) capable of delivering services through multiple communication channels.

Cost Center

In business, a cost center is a division that adds to the cost of an organization, but only indirectly add to its profit. Typical examples include Research and Development, Customer Service and Marketing

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.

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.

CTI

Computer-Telephony Integration, the process that enables communication between and integration of telephone equipment and computer systems.