WFM Glossary

Global searching is not enabled.

WFM Glossary

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

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | ALL

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

If you have any questions about our products and services, please contact us via contact@ccmath.com or give us a call +31(0)20 26 12 523.
We will try to get back to your question between Monday and Friday, from 09:00 - 18:00 CET.

This website is in development. If you find any bugs, please contact the developers.

Company

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

CCmath B.V.
Rembrandtweg 665
1181 GV Amstelveen, Netherlands

KvK/CoC: 34231454
BTW/VAT nr: NL819065.286.B01

General Terms and Conditions
Privacy Policy
Cookie Policy

channel/UC7gmWhNJBw-y5bi81a-y2kQ">