Promotional Cadence
Promotional cadence in contact center is the number of calls required to shift a quarter of the contacts into the next stage of customer journey [...]
Scatter Diagram
Scatter diagram is a statistical graphic which allows us to detect relationship between two random variables. A Scatter diagram consists of [...]
Span of Control
The span of control is the number of agents that a given manager can effectively supervise--and, therefore, the maximum number of agents he or she [...]
TSF (Telephone Service Factor)
Also known as service factors and service multiplier, TSF is a business management tool used to calculate potential telephone services usage, and [...]
Workflow
A workflow is a sequence of operations designed to transform a computer-based input into an output through a series of closed-end tasks, which are [...]