Glossary

The contact centre glossary covers many of the most common vocabulary, measurements and technologies related to call centre software and customer experience.

WFM Software

Workforce management software simplifies the task of ensuring a contact centre has the right people available at the right time, across multiple channels, shifts and types of expertise, to achieve its expected service levels.

With workforce management software, contact centre managers are able to analyze the many factors that go into determining appropriate levels of contact centre staffing, which can include:

  • Agent skill levels
  • Labor laws and regulations
  • Agent schedule restrictions
  • Expected fluctuations in demand
  • Goals for service levels

Utilizing workforce management principles to maintain appropriate staffing levels helps contact centres ensure high standards for customer service are met, while saving on costs by not overstaffing any particular shift or skill set.