Glossary

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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.

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.

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