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"Glossary of Customer Contact Center and Call Center Terms, Abbreviations and Vocabulary"
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WAN

Wide Area Network; a network in certain physical location that uses data networks to connect telephonically as well as through internet

Web Chat

Live communication conducted through chatting over the internet

Web Conferencing

A service that facilitates videoconferencing via internet

Web Self Service

A form of CRM that allows employees and customers to channel through to access info and provide services

Workforce Management

Also often referred to as Workforce Management Software and Workforce Optimization; contact center software that helps the management make up for more effective scheduling and deploying of staff, predict call volumes and accordingly make agents available

Workload

Also often referred to as Call Load; the number of calls taken in certain time period, excluding the times spent in queue

Wrap-Up Codes

After-Call Work

Wrap-Up Time

The time needed by an agent to complete tasks related to the call, once that call has ended
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