Contact center glossary

Contact Center Glossary

Abandon – An inbound contact who waited to be connected but ceased connection before being transferred is referred to as abandon. This term refers to an outbound contact in which the predictive dialer terminates conversation due to a system or agent failure to connect.

ACD (Automatic Call Distributor) – An ACD is a customized omnichannel routing engine that distributes inbound contacts to agents depending on customer demand and agent skill set, ensuring that customer requests are answered quickly with self-service or escalated to trained agents.

Agent – A person who deals with consumer interactions that occur as a result of inbound and/or outgoing communication. Customer Service Representative is a related term (CSR).

Agent Elevation – See Escalation for more information.

Agent Occupancy is a workforce management indicator that reflects the percentage of time agents are actively engaged in interaction handling activities versus their overall time logged in.

Agent Reports – A performance report detailing an individual agent’s average handle time, unavailability time, call log, and other statistics.

Agent Utilization – Agent utilization is a workforce management indicator that shows how productive an agent is.

Analog – The technique of converting auditory signals, such as voice, into electronic pulses.

Analytics – Tools that help a contact center or organization improve operations by analyzing data points, making correlations, revealing insights, and reporting on trends.

Artificial Intelligence (AI) is a type of cognitive technology that analyzes and performs activities, predicts issues, and adapts to changing conditions using data, algorithms, and programming.

Auto Dialer – Also known as a Dialer, this technology automates the process of initiating outbound calls from a contact center. Dialers can provide additional features such as scripting and reporting. Predictive Dialer is a similar topic.

Automatic Callback – When all lines are busy or all agents are unavailable, this contact center technology allows customers to tell the system to call them back when an agent becomes available in a certain length of time or at a specific hour.

Automatic Number Identification (ANI) – A service that broadcasts the caller’s phone number in order to identify the consumer more quickly. Also known as Caller ID or Calling Line Identification (CLID) (CID).

Automatic Speech Recognition (ASR) is a technology that understands and responds to spoken commands. Natural Language Understanding and Interactive Voice Response are two topics that are connected (IVR).

Avatars – Avatars are a fun and essential part of the gamification process! Agents can construct and customize graphical representations of their character and identity using avatars as part of their gamification program.

Average Handle Time (AHT) – The amount of time it takes an agent to handle a contact on average.

Average Hold Time (AHLDT) – The average time spent “on hold” by contacts.

Barge-in – An ACD feature that allows a contact center management to join a current conversation, help the agent, and improve the customer experience by switching to three-way conference as appropriate.

Bot – A bot is a piece of software that performs tasks that would otherwise be performed by people. Chatbot is a similar topic.

Back Office Optimization – Improving customer and agent experience by streamlining back-office workforce functions for optimum efficiency and optimal alignment with front-office services in the contact center. Workforce Optimization is a similar topic (WFO).


Call center agent software, often known as the agent desktop or agent workspace, is a unified gateway for call center agents that pulls together the operations and features of contemporary call center software systems.

Call center coaching is a quality management activity that involves providing feedback, examples, performance assessments, and best-practice activities to call center agents in order to assist them enhance the skillset required for their job.

Call Center Reporting is the process of tracking and presenting key performance indicators (KPIs) and predefined metrics related to call center activities and individual call center agent performance.

Call center service level is a percentage evaluation of how well customer service criteria are satisfied.

Call recorder – Also known as call recording software, call recording software is contact center equipment that captures the contents of phone calls and can also capture agent screens.

Contact Center Software is a set of programs that automates important contact center functions.

Customer Acquisition Cost (CAC) – Customer acquisition cost (CAC) is a metric that measures how effective a company’s sales and marketing activities are at bringing in new customers.

Customer feedback is information provided by customers to businesses with which they do business. It may be uninvited – a client may register a complaint, for example – but businesses frequently use systematic procedures to request and collect customer feedback.

Customer Frustration – Customer frustration is exactly what it sounds like: a sensation of annoyance that a customer has as a result of a bad experience with a company.

Customer intelligence is the process of gathering and evaluating data about a company’s customers in order to determine the most effective approach to communicate with them in order to develop relationships and promote loyalty.

Customer interaction analytics (CIA) is software that analyzes and evaluates voice recordings and transcripts from digital channels such as email and chat.

Customer surveys – Customer surveys are tools that businesses use to gather input from customers on a variety of topics. Customer surveys can come in a variety of formats, including delivered paper documents, digital surveys that display after internet transactions, and surveys administered by outbound phone agents.

Channels – A contact center’s many voice and digital communication means for facilitating client interactions. Omnichannel Contact Center, Omnichannel Routing are two related topics.

Call Center (Inbound Call Center, Outbound Call Center) – An operation that handles a high number of calls on behalf of a company division (e.g., Customer Service, Sales, Support). Contact Center is a similar topic.

Customer Service, Sales, or Support Contact Center – An operation that facilitates inbound and/or outgoing communication between customers and agents (or self-service systems) through numerous phone and digital channels. Call Center is a similar topic.

Contact Dispositions – Dispositions are user-defined statuses that an agent or the system can apply to completed interactions.

Call Distribution – When an ACD distributes a large number of calls over a period of time.

Caller – The person with whom your contact center system or agent communicates, such as a caller or a customer.

Call recording is the process of recording a phone call or other audio source using an automated system in accordance with laws and regulations, and then monitoring it for quality control, agent performance evaluation, and workforce management.

Call Time – The amount of time a caller spends on a single call with an agent. Talk time and agent-initiated hold time are usually included, but not post-call wrap time. Average Handle Time is a related topic (AHT).

Call Center CRM (Call Center Client Relationship Management) is a technology that allows call center employees to access customer data and interaction information in order to personalize the customer experience even more. CRM for Contact Centers is a similar topic.

Call Center Management refers to the policies, methods, and tools used to manage a call center’s operations, workers, and interactions. Contact Center Management is a similar topic.

Customer Engagement – A framework for optimally engaging customers throughout their customer journey by linking numerous systems, processes, and stakeholders.

Call Center Staff Optimization is an approach that uses a set of forecasting, scheduling, quality control, training, and reporting technologies to optimize call center workforce management and planning. Contact Center Workforce Optimization is a related topic.

Call Center Workforce Planning – Call center workforce planning is the process of estimating staffing requirements based on expected volume or other business drivers, then ensuring that everything is in place to employ, train, schedule, and manage the appropriate agent team. Workforce Optimization in Call Centers is a related topic.

CCaaS (Contact Center as a Service) is a subscription-based contact center platform that is full, unified, and cloud native.

Cloud call center, also known as a cloud-based call center, is one whose call center technology is hosted in the cloud and managed by a third-party provider. Cloud Contact Center is a similar topic.

Cloud Contact Center – A contact center that handles incoming and outbound customer interactions across numerous phone and digital channels using cloud native software rather than on-premise hardware.

Cloud Contact Center Platform – A comprehensive, unified, cloud-native solution designed to facilitate multichannel or omnichannel contact between customers and agents (or self-service systems) while maximizing customer and agent satisfaction.

Contact center agent, also known as a customer service representative, is a front-line employee who assists consumers with difficulties such as placing orders, resolving billing issues, and answering policy queries. Agent is a related term.

Central Office – A location that stores and operates significant telecommunication gear and network access facilities.

Chat – A digital messaging tool integrated into a company’s contact center platform and accessible via the company’s website that allows customers to communicate and receive service quickly and easily.

Chatbot – An AI-enabled robot capable of talking with human clients via voice and digital channels to provide effective service.

During a voice or digital engagement, a co-browse solution allows an agent and a consumer to navigate the same webpage at the same time.

Rules, regulations, and laws must be followed or adhered to. Adherence to an agent’s schedule can also be referred to.

Context – A set of identifying variables about a client, such as user identity, environmental information, and process-based data, that combine to generate insights that enable a company to provide a relevant and ideal experience to the consumer.

Contact Center CRM (Contact Center Client Relationship Management) – Software that allows agents to access customer data and previous interactions in real time, allowing them to customise the customer experience even further. CRM for Call Centers is a similar topic.

CRM (Customer Relationship Management) refers to the tactics, technology, and resources utilized to gain a comprehensive understanding of a customer’s relationship with a company. In a contact center, proper CRM integration can lead to better personalized service, increased client retention, and increased income.

When a salesperson implies that an existing customer would benefit from the purchase of another product or service, this is known as cross-selling.

Customer Satisfaction (CSAT) is a metric that measures how well a firm satisfies its customers’ expectations. Customer satisfaction surveys are commonly used to determine this.

Contact Center Management (CCM) is the process of an organization’s contact center staff and software being managed in order to provide consistently excellent customer experiences across all voice and digital channels. Call Center Management is a similar topic.

Computer Telephony Integration (CTI) is the process of monitoring, controlling, and integrating a telephone system with a computer. CTI can be installed on a local server or made available in the cloud.

CTI Server – A word for software that supports a computer telephony integration (CTI) platform, while it is frequently used to refer to both the program and the hardware on which it is installed.

Customer Effort Score (CES) – A score based on how much effort a customer puts in to fix an issue, purchase a product, and so on.

Customer Experience (CX) is the result of a customer’s interaction with a company on any channel and at any point along the customer journey.

Customer Experience Management (CEM) is a business strategy aimed at improving customer satisfaction and engagement.

Customer Experience Platform (CXP) – A collection of processes and tools that allow enterprises to manage the customer experience. Cloud Contact Center Platform is a similar topic.

Customer Journey – Describes the whole collection of experiences customers have while dealing with a company or brand from beginning to conclusion.

Customer Journey Management (CJM) – CJM employs cutting-edge tactics and tools to deliver seamless and consistently great omnichannel customer experiences across the customer journey.

A customer journey map is a visual representation of all the touchpoints during the customer’s journey. It can be used in real time by agents to improve a customer experience, or it can be used through analytics to detect trends that help improve the overall customer experience.

Customer Journey Optimization – The process of mapping and managing the customer journey in order to improve it.

Customer Lifetime Value (CLV) – Defines the total value of a customer’s connection with a company over the course of their lifetime.

Customer service refers to the assistance provided to customers before to, during, and after they make a purchase.

Customer Service Representative (CSR) – A contact center employee who assists customers with their needs. Agent is a related term.

CT Connect is a technology that lets computer programs monitor and control phone calls.

Contact Center Workforce Optimization – Using workforce management software, optimize multichannel or omnichannel customer and agent experiences. AI-enabled forecasting, scheduling, quality management, performance management, coaching, analytics, and reporting applications are examples of these software products. Workforce Optimization is a similar topic (WFO).

Workforce Management is connected to Contact Center Workforce Planning.


A customer care organization that provides support to its consumers via digital channels such as email, chat, text (SMS), social media, and more.

Directed Dialog – An early kind of automatic voice recognition that directs interaction by urging a caller with a limited number of phrases.

Dual Tone Multifrequency (DTMF) – A system that represents digits on a keypad with audio tones.

Dashboard – A visual representation of real-time communication, KPI reporting, or historical data on a screen for contact center staff to see.

Database – A program that consistently saves, organizes, and arranges data for efficient analysis.

Decibel (dB) is a unit of measurement used to describe the loudness of a sound.

Dialer – A dialer is a program that automates the dialing of outgoing phone calls or the transmission of mass digital messages. The features and functionality of dialers range from simple to advanced. Auto Dialer, Predictive Dialer are two related terms.

The representation or transfer of data encoded in binary code is referred to as digital.

DID (Direct Inward Dialing) is a local network service that sends a unique set of identifying digits to the call center.

DNIS (Dialed Number Interaction Services) – A series of digits showing the phone number to which the call was directed.


Echo Cancellation is the process of turning off a voice channel in order to improve speech recognition and natural language comprehension.

Employee Engagement – The level of commitment that contact center personnel have to their jobs. Agent Experience is a similar topic.

Enterprise Relationship Management (ERM) refers to the software that enables a company to share information in order to add value, satisfy customers and stakeholders, and enhance income.

Escalation – The process of effortlessly transferring a client contact to a contact center representative or supervisor for handling via omnichannel communication.


First Contact Resolution (FCR) – For further information, see First Contact Resolution.

First Contact Resolution – A measure that indicates a contact center’s ability to handle a customer issue during the initial engagement, reducing the requirement for follow-up interactions and reducing the amount of incoming contacts.

Forecasting is a workforce optimization tool that predicts contact center workload and agent scheduling and staffing requirements. Scheduling is a similar topic.


Gamification – Gamification incentivizes teams to stay on target, resulting in the best behaviors becoming second nature. Whether it’s earning redeemable coins, collecting badges, or topping the leaderboard, there’s something for everyone.

Grammar – In the contact center, grammar refers to the language that is used in combination with IVR systems that require a full list of possible spoken responses to be coded for recognition and saved in a grammar file.

GUI (Graphical User Interface) – A computer interface with menus, icons, and interactive mouse or touchscreen technology that allows for on-screen navigation.


Contact center and call center services that are hosted by a network provider and offered on-demand via the cloud are referred to as hosted services. Cloud Contact Center, Cloud Contact Center Platform are similar terms.

Hardware refers to a computer’s or telephone system’s on-premises physical infrastructure.

Hold Time – The entire amount of time a contact is placed on hold by an agent. Average Hold Time is a related topic (AHLDT).

Cloud Contact Center, Cloud Contact Center Platform – See related: Hosted Call Center.


Intraday Management – Intraday management is the practice of monitoring the current day’s volumes and trends and making modifications to schedules as needed.

Intraday Reforecasting – Intraday reforecasting allows the contact center to reevaluate workforce management needs based on traffic, average handle time, and service levels on the day of the forecast.

Interaction – The point at which a client and an organization communicate using the customer’s preferred communication channel. Customers can use communication channels like IVR or chatbots to initiate and complete self-service transactions. Customers and companies can also use human communication channels like phone or video conversations to conduct live agent engagements, in which an agent representing an organization engages directly with a customer.

IVR (Interactive Voice Response) system – An automated interface that greets callers at the start of phone calls.

Inbound Call Center – A call center or contact center that receives a high number of incoming communication, usually from people looking for customer service, support, billing, product, or order assistance.

Independent Software Vendor (ISV) – A company that develops and distributes software without being owned or controlled by a hardware manufacturer, but which frequently offers software that complements the products of a hardware manufacturer or seller.

ISDN (Integrated Services Digital Network) – A set of technical standards that enable the transmission of digital speech, video, and data across telephone networks.

IVR (Interactive Voice Response) is a voice and call-processing option that responds to a customer’s speech or digits entered. IVR enables users to interact with an automated menu to enter a call queue, connect with an agent, or perform a self-service interaction by allowing them to quickly access information, conduct transactions, and leave messages without the need for human help.


Customer Journey Map is a similar topic to journey mapping.


A high-level measurement of contact center performance collected in reports and reviewed on a regular basis is known as a KPI (Key Performance Indicator).


Leaderboards – Leaderboards show employees where they rank in relation to their peers on crucial KPIs (KPIs).

Logs are also known as log files. Logs are records of events that chronicle specifics, usually in the form of time stamps, about what happened within a computer system.

Listening Post – This word refers to a point in the customer experience management process where firms can identify, gather, and analyze consumer input.

A communication network that connects computers or technical equipment within a defined geographic area is known as a local area network (LAN). They’re frequently used to convey data to printers, move data across network systems, send messages between network users, and connect to broader area networks (WANs).


Multiple KPIs relating to the health of an organization’s customer connections are distilled into a single unit of measurement to create a macro metric.

A menu is a set of alternatives offered to a customer, agent, or user on a computer screen or via a digital or audio channel for selection.

Mobile Voice – Also known as voice control or voice access, this phrase refers to technology that allows users to control their mobile devices using their voices.

Moment of Truth – Any point along the customer journey where a company has the opportunity to affect a customer’s perception of the company and, as a result, improve or decrease loyalty.

Multichannel Cloud Call Center – Multichannel Cloud Contact Center is a similar topic.

Multichannel Cloud Contact Center – A contact center that handles inbound and outbound contacts separately across several communication channels using cloud native software (rather than on-premise hardware). Information from one independent channel interaction is neither coupled or exchanged with information from another independent channel interaction.


Natural Language Processing (NLP) is a technological method that allows text or audio voice to be converted into encoded, structured data.

Natural Language Understanding (NLU) is an AI-assisted technology that allows humans to converse with computers in natural language. This cognitive technology allows computers to deduce, or interpret, a person’s intent during communication by analyzing spoken words coupled with context and sentiment.

Net Promoter Score (NPS) – This statistic is used to assess a brand’s customer perception and can be used to forecast revenue growth or decline. It’s one of the most common ways for businesses to gauge customer loyalty and predict attrition. Businesses calculate the score by asking consumers how likely they are to refer the company to others on a scale of 1 to 10. Customers are then classified into one of several categories based on their responses. A score of 9-10 has been suggested by the promoters. A score of 7-8 is indicated by passives. A score of 1-6 is given to detractors.


Omnichannel Cloud Call Center – Omnichannel Cloud Contact Center is a similar topic.

Omnichannel Cloud Contact Center – A contact center that handles inbound and outbound contacts across various, integrated communication channels using cloud native software (rather than on-premise hardware). Information from a single touchpoint during a client’s journey on one channel is recorded and shared across channels to identify, customize, and contextualize future interactions with the same consumer.

Customer experience that is tailored when a customer’s individual interactions with a company are seamlessly connected and tracked across different communication channels of the customer’s choosing.

A comprehensive end-to-end set of experiences a consumer has while dealing with an organization or brand across voice and digital channels is referred to as an omnichannel customer journey.

Omnichannel Customer Service – When a business uses context and insight gained from smoothly interacting with a consumer across many channels of his or her choice, the customer receives a personalized, personalised service.

Omnichannel Routing is an interaction management solution that enables a company to route inbound, outbound, and blended contacts across numerous voice and digital channels using tools such as ACD, IVR, and AI-enabled chatbots in a proactive and effective manner.

Outbound Call Center – A call center or contact center that makes a significant number of outgoing calls, usually for sales, fundraising, or other corporate campaigns.

Contact centers employ outbound IVR technology to send proactive, tailored outgoing messages. Outbound IVR can automatically distribute outgoing messages to contacts across a range of digital platforms, similar to how a predictive dialer distributes outgoing calls.


Performance management system is an all-in-one reporting solution that provides real-time, historical, and transactional data for all positions in the organization.

The fundamental elements of sound that distinguish one word from another within a language are known as phonemes. Phonemes are crucial in the processing of automatic voice recognition, which underpins natural language understanding and contact center IVR technology.

PBX, Private branch exchange (PBX) refers to a private telephone network used within a corporation or organization.

Port is a network connection point that allows data to be sent between two devices or between a computer and a server.

Predictive Dialer – A contact center application that uses an algorithm to forecast outbound agent availability and transfers any linked contacts to live agents to conduct a large volume of outbound calls at once. This increases the efficiency of agents who would otherwise waste time dialing a big list of individual numbers that would never connect.

Processor – The part of a computer that deals with data processing.

Prompt – A message that instructs the client to reply by expressing a choice, dialing a number, or speaking a word that corresponds to a desired consequence.

Proxy Server – An external middleman that handles resource requests that need a server’s extensive or intensive processing.

PSTN (Public Switched Telephone Network) – A public network that can be used to connect telephones, telephony systems, ACDs, and PBXs.


Quality Plans – A quality plan is a quality control instrument. It takes a random sample of interactions and delivers them to evaluators for review based on the filters you provide.

Quality evaluation is a quality management activity in which another person, usually a supervisor or a member of the QM/QA team, assesses an agent interaction using key criteria stated in a quality form.

Quality Management Dispute – A quality management dispute is a procedure that allows agents to question or dispute a score they obtained on a quality evaluation and explain why they disagree.

Quality management form is a set of questions that evaluators use to assess the performance of agents during interaction handling and identify areas for improvement.

Quality Management Calibration – Calibration is a quality management activity that ensures that all evaluators are evaluating interactions in the same way.

Quality Management – An organization’s methods, processes, and strategies for managing and improving quality. Quality management is frequently linked to workforce management in contact centers.

Queue is a virtual line in which a consumer waits to be connected with a customer service representative. The most well-known are call queues, but the advent of digital communication channels has resulted in the creation of other ‘virtual lines,’ such as chat queues.


RTA (Real Time Adherence) is a workforce management metric that allows you to identify employees who are currently not adhering to the planned timetable.

Return on Investment (ROI) – The value of a gain generated by an investment stated as a percentage of the funds invested.


Self-service rate – A measure that describes how frequently customers handle issues or complete transactions without communicating with a live representative.

Speech analytics, also known as interaction analytics, is a type of artificial intelligence-based technology that understands, processes, and analyzes human speech.

Software as a Service (SaaS) is a licensing and delivery model in which a vendor hosts and controls software in the cloud and makes it available for clients to access via the internet for a fee.

Scheduling refers to the constant planning of employee on-duty hours, activities, and required personnel fluctuations in contact center workforce optimization and workforce management. Forecasting is a similar topic.

Screen Pop – A client information screen that automatically “pops” onto an agent’s dashboard when an engagement with that customer is began. When an organization’s business systems, such as its CRM database, are coupled with its contact center platform, it can provide more customer context.

Sentiment Analysis is an AI-enabled analysis that uses data from speech and text to determine the nature of commentary on a topic or the sentiment behind it.

A computer or application that controls access to a centralized resource or network service is known as a server.

Shrinkage is a workforce management metric that relates to the amount of time that agents are paid but not available to address interactions.

SMB stands for Small-to-Medium-Sized Enterprise.

SME stands for Small-to-Medium-Sized Enterprise.

Softphone – Uses only a computer, tablet, or mobile device plus a high-speed internet connection to provide traditional phone capabilities. VoIP is a similar topic.

Supervisor – The person in charge of managing, supervising, and training a team of contact center personnel.

A switch is a device that connects calls from the recipient to the destination and manages voice and data traffic across a telephone exchange.

An IT role that oversees the installation, maintenance, and troubleshooting of software or hardware throughout a network.

Timetable Adherence – Schedule adherence is a workforce management indicator that indicates how well an agent adheres to their assigned schedule.

Screen recording is the act of capturing an agent’s screen as they are managing an encounter for the purposes of quality assurance and coaching.


T1 – A T1 line connects a business customer to a telecom or internet service provider and is a point-to-point, high-capacity phone/data communications transmission service. T1 connections are being phased out in favor of more modern DSL and cable connections.

Between the initial greeting and the finish of a conversation, the amount of time a contact spent communicating with an agent is known as talk time. It encompasses everything that occurs during a call, including hold and conference times. It includes both inbound and outgoing time.

Task Buttons are an element of the graphical user interface (GUI) that allows users to issue commands.

TCP/IP (Transmission Control Protocol/Internet Protocol) – TCP sets network data exchange standards across programs and collaborates with IP, which defines how computers send data packets.

Any point in the customer journey when a customer comes into contact with a representation of your company or brand is referred to as a touchpoint.

Trunk – A trunk, also known as a phone line, exchange line, or circuit, is a connection between two telephone switching systems.

TTS (Text-to-Speech) is a voice processing technology that uses speech synthesis to turn text into spoken words.


UCaaS (Unified Communications as a Service) is a software delivery model in which all of a company’s communication needs are met by a single, unified platform hosted in the cloud by a single provider and made available on a subscription basis to the company.

When a sales representative advises that a customer would benefit from purchasing a similar—but more expensive—version of the product now being explored, this is referred to as an upsell. Cross-selling is a similar topic.


Virtual Currency – A gamification strategy’s virtual currency is a coin or token. They’re utilized to reward players and build an economy in-game.

A virtual marketplace is an important part of gamification. It allows agents to redeem rewards in the form of prizes and awards that an organization chooses to make available to them.

Virtual Agent – A chatbot’s functionality and characteristics are represented by a virtual avatar or computer-generated character.

A single virtual call center operation made up of several, geographically dispersed agents working in smaller remote locations or from home.

A single virtual contact center business made up of several, geographically dispersed agents working in smaller remote locations or from home.

Voice Authentication is a biometric verification of a user’s voice that grants the user authorization or access rights.

Customer input, whether direct, indirect, or inferred, is captured, stored, and analyzed by Voice of the Customer (VOC) market research to create a collection of insights about customer preferences, priorities, satisfaction, and more.

Voice Platform – A platform for creating voice applications and integrating them with telephony systems used by call centers and contact centers.

Voiceprint – Your voice’s unique biometric identifiers, as shown on a sound spectrogram, which serve as the foundation for voice authentication technologies.

Voice Response Unit – This phrase, which predates the more well-known IVR, refers to an automated telephone answering system that lets a caller to travel through a succession of prerecorded messages and menu options by pressing buttons on a touch-tone phone.

Speech User Interface (VUI) – A user interface that allows users to interact with a voice application by speaking instructions and phrases. It’s part of the foundation for today’s advanced, AI-assisted voice and speech recognition systems.

VoIP (Voice over IP) is an IP protocol that allows voice and data to be transmitted over the same network. Because VoIP does not require a dedicated connection for the duration of a call, it is frequently regarded as a more efficient alternative to circuit-switched networks.


Wallboards – Wallboards provide a visual representation of real-time performance in contact centers. This display tool establishes employee accountability and provides a fast overview of the contact center’s state.

Workflow is a system that allows and tracks the execution of business processes and automated tasks in an efficient, optimal, and consistent manner.

Workflow Management entails the administration of both internal and external workflow systems and methods.

Workforce Engagement (WEM) – Workforce Engagement (WEM) is a contact center agent engagement strategy.

WEM (Workforce Engagement Management) is a set of contact center software solutions aimed at increasing agent engagement across the employment life cycle.

Workforce Management (WFM) is the process of managing, monitoring, and training contact center agents. This encompasses initiatives such as scheduling, forecasting, and personnel optimization.

Workforce Optimization (WFO) is a technique for using workforce management software to improve multichannel or omnichannel consumer and agent experiences. AI-enabled forecasting, scheduling, quality management, performance management, coaching, analytics, and reporting applications are examples of these software products. Contact Center Workforce Optimization is a related topic.

Workforce Planning – See Workforce Optimization (WFO) and Workforce Management for further information (WFM).

Burden Management – Monitoring, reporting, and distribution of contact center workload caused by inbound and outbound communication volume in real time.

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