QA
Quality assurance (QA) is the development and application of measures to assess the quality of an organization''s processes. QA ensures that the [...]
Scheduling
Call center scheduling helps you to optimize your phone representatives' time by providing flexible shift options that enable them o work [...]
SRTP
SRTP is a Real Time Transfer Protocol (RTP) extension used for VoIP traffic. SRTP secures real-time voice and video traffic against eavesdropping [...]
Unavailable Time
In call center management, Unavailable Time is the time that agents spend in non productive phases, including but not limited to the time an agent [...]
Workforce Planner
A workload module that records and displays the status of a customer's future work. Inbound call center telephone agent availability is placed by [...]