Glossary

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A post on X expressing dissatisfaction with a product or service.

Visual displays that show real-time team or contact center performance to boost awareness and accountability.

A real-time text communication tool accessible via web browsers.

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

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

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

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

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

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.

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