June 14, 2023 Glossary Term Workforce Management Workforce Management (WFM) is an all encompassing term surrounding business processes around having the right number of people at the right times to meet estimated call volume expectations.
June 14, 2023 Glossary Term Virtual Call Center Software Virtual call center software is any cloud-based contact center platform that allows organizations to run their contact center operations in any time zone, from anywhere in the world.
June 14, 2023 Glossary Term Total Contract Value (TCV) Total Contract Value is the potential revenue associated with the contract and estimated at the commencement of the contract (e.g., sum total of revenue accrued to the service provider from the contract over the entire contract term, usually measured in m
June 14, 2023 Glossary Term Skills-Based Routing Contact centers use Skill-based Routing (SBR) as a call-assignment strategy to align incoming calls to the best fitting associates, rather than the next available approach.
June 13, 2023 Glossary Term Shared Services Shared services is a combination of business operations that are operated by many parts of the same organization.
June 13, 2023 Glossary Term Scale first CCO Scale first CCO are executives like Chief Customer Officers and others who are looking to scale their Call Center Outsourcing operations, focused on strong minimal delivery and capabilities and a base price.
June 13, 2023 Glossary Term Robotic Process Automation (RPA) Robotic Process Automation (RPA) is software with Artificial Intelligence (AI) and Machine Learning that handles common, high-volume, repetitive tasks, leading to cost savings and greater efficiency.
June 13, 2023 Glossary Term Robotic Desktop Automation (RDA) Robotic Desktop Automation (RDA) is a part of larger group of automation tools used for enterprise-wide process and workflow improvements.
June 13, 2023 Glossary Term Procurement Outsourcing (PO) Procurement Outsourcing (PO) is the transfer of ownership of some, or all procurement processes or functions to a service provider.
June 13, 2023 Glossary Term Prescriptive Analytics Prescriptive Analytics prescribe and drive the behavior of a customer to act in a desired way toward a desired outcome based on the interpretation and analysis of multiple data sources.
June 13, 2023 Glossary Term Predictive Analytics Predictive Analytics is the use of big data, Artificial Intelligence, advanced algorithms, and intuitive machine learning techniques to create predictions about future results based on historical data.
June 13, 2023 Glossary Term Natural Language Processing (NLP) Natural Language Processing (NLP) is AI-driven technology that parses through Big Data, analyzes large phrases, and uses word segmentation to develop topic modeling and understand the intent and sentiment of a free-form conversational speech or piece of t
