Operations Chapter 12

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Author:
Kathlaen
ID:
143536
Filename:
Operations Chapter 12
Updated:
2012-03-24 19:11:15
Tags:
operations
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Description:
Managing for Excellence in Contact Centers
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  1. contact center
  2. intelligent call routing (ICR)
  3. automatic call distributor (ACD)
  4. longest idle agent (LIA) method
  5. uniform call distribution (UCD) method
  6. skills-based routing (SBR)
  7. interactive voice response (IVR) system
  8. screen pop
  9. automatic number identification (ANI)
  10. random traffic
  11. peaked traffic
  12. call volume
  13. longest wait time
  14. abandonment rate
  15. average speed of answer
  16. average Handling time (AHT)
  17. average talk time
  18. average time spent on after-call work
  19. number of blocked calls
  20. misdirected calls
  21. call load forecasting
  22. call load
  23. trunk
  24. occupancy rate
  25. trunk groups
  26. trunk load
  27. workforce management system
  28. computer simulation program
  29. scheduling
  30. base staff
  31. rostered staff factor
  32. readerboard
  33. adherence
  34. trigger point
  35. controlled busy signal
  36. conditional routing
  37. call quality
  38. mystery shopper
  39. first-contact resolution (FCR)
  40. average call time
  41. cross-selling
  42. DALBAR

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