Gamification Interactive Voice Response Quality management Schedule adherence 
Playvox
JUNE 22, 2023
First Contact Resolution A case in which a customer’s question is answered or a problem is solved during the initial interaction so that no follow-up contacts are necessary. The time considered in adherence includes on-queue time, off-queue work, and activities such as meetings and training.
Noble Systems
SEPTEMBER 29, 2020
WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Voice of The Customer. Quality Management. Gamification. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording.
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