Glossary

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  • September 22, 2025
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Zip Tone

A brief audible tone that signals a call is being connected to an agent—commonly used in predictive dialers to alert agents that a live customer is on the line.

  • September 22, 2025
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X Message (DM, @Reply)

A private message (Direct Message) or public response using @Reply on the X platform.

  • September 22, 2025
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Yelp

A location-based review site where users search for services, leave reviews, and businesses can share offers and links.

  • September 22, 2025
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Web Click-to-Talk (CTT)

Allows customers to initiate voice calls from a website via VoIP technology. Also known as click-to-call.

  • September 22, 2025
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WFM (Workforce Management)

The planning, forecasting, scheduling, and monitoring of employee activities in a contact center to meet service goals efficiently.

  • September 22, 2025
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WFM Software / System / Tools

Technology solutions that support scheduling, forecasting, performance tracking, and real-time adjustments for workforce optimization.

  • September 22, 2025
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Workflow

A series of steps required to complete a task, often visualized with a flowchart.

  • September 22, 2025
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Workflow AI Automation

Using AI to automate and optimize business processes with minimal human involvement.

  • September 22, 2025
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Workforce Capacity Planning

Forecasting the number of full-time equivalents (FTEs) needed based on call volume and agent metrics.

  • September 22, 2025
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Workforce Engagement

The level of employee motivation and commitment to their work and the organization.