---
title: Process Management
description: Contact center Process Management is a term we use to describe the activities and technologies required for handling and managing incoming customer contacts in-bound to a contact center. We are talking about receiving calls, web chats, emails, social media posts all via the contact center. Contact Center Process Management more specifically includes activities, tools and technologies that help to manage the incoming customer traffic that is generated via a variety of different communication channels including telephone, social media, SMS,
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# Process Management

 By [Revation Systems](https://blog.revation.com/must-know-call-center-lingo-list/author/revation-systems)

[![Read More: Integrate with Popular Email and Directory Applications](https://no-cache.hubspot.com/cta/default/7904435/d92d08e3-41a3-4810-b5a4-557c7e4a6226.png)](https://cta-redirect.hubspot.com/cta/redirect/7904435/d92d08e3-41a3-4810-b5a4-557c7e4a6226)

---

Contact center Process Management is a term we use to describe the activities and technologies required for handling and managing incoming customer contacts in-bound to a contact center. We are talking about receiving calls, web chats, emails, social media posts all via the contact center. Contact Center Process Management more specifically includes activities, tools and technologies that help to manage the incoming customer traffic that is generated via a variety of different communication channels including telephone, social media, SMS,

---

[![Read More: Meet Service Level Agreements (SLAs) with Real-Time Contact Center Metrics](https://no-cache.hubspot.com/cta/default/7904435/96a66d6d-976c-4b14-b62c-7bf304355ecd.png)](https://cta-redirect.hubspot.com/cta/redirect/7904435/96a66d6d-976c-4b14-b62c-7bf304355ecd)

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We believe in the power of human relationships and that innovation in communication will connect people to help live healthier lives and achieve financial security.

<https://blog.revation.com/must-know-call-center-lingo-list/average-talk-time-att>

### [Average Talk Time (ATT)](https://blog.revation.com/must-know-call-center-lingo-list/average-talk-time-att)

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