Glossary

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

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

Quantitative measures used to evaluate staff effectiveness and productivity.

Integrating tools and strategies to improve employee performance, reduce costs, and enhance customer satisfaction.

A calendar or plan detailing when and how many agents are working at specific times.

The collection and analysis of customer feedback across touchpoints to improve products, services, and experience.

The volume of work assigned to an agent or team, including live interactions and follow-up tasks.

A digital representation of a person’s unique vocal traits used for biometric authentication.

A code selected by the agent at the end of an interaction to categorize the nature of the call.

An automated phone system (similar to IVR) that responds to caller input via keypad or voice recognition.

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