Index_W

W

WAN. See Wide area network

WAN equipment, as terminal device, 29

WAP. See Wireless application protocol

Web call-back, 277

Web-driven interfaces, 86

Web-Enabled Self-Service (WESS), 197-198

Web integration services, from outsourcers, 131-132

Web page push/collaboration, 277

Website

"call-me" button, 19, 53, 56

corporate, 8

See also Internet

Web text-chat sessions, 83

WESS. See Web-Enabled Self-Service

WFM. See Workforce management system

What-if scenarios

planning, 79

on staffing, 188-189

workforce management cycle and, 71

Wide area network (WAN), 278

Windows NT box, 19

Windows telephony, 278

Windows Telephony Application Programming Interface (WTAPI), 278

Wireless application protocol (WAP), 278

Wireless communication, as CRM tool, 206

Workflow, 278

Workforce

educated, 10

See also Employees

Workforce management, 278

Workforce management cycle, 68-83

adherence, 70

available systems, 80-82

benefits of, 76-77

competitive advantages and, 77-78

compliance issues, 72

CSR competencies and, 73

flowchart, 69

functionality and benefits of tools, 79-80

monitoring systems, 80-81

multimedia support, 72-76

multisite support, 71-72

performance reporting and, 76

rationale for implementing, 78

reporting and forecasting, 70-71

scheduling, 69-70

threshold alert and, 76

two-step reference guide for, 78

virtual contact center, 71-72

what-if scenarios, 71

Workforce management system (WFM), 64-68

advanced, 67

at Axtel, 167

cost comparisons among, 68

for multimedia centers, 66-68

Workforce optimization, 110-118

customer experience and, 112

customer loyalty, profitability and, 116-117

employee environment and, 112-113

employee loyalty and, 115-116

importance of employees to, 117-118

staffing, customer service and, 111-112

value creation and, 110-111

Workshops

customer relationship management, 226

customer service representative, 145-152

supervisory and management training, 157-161

WTAPI. See Windows Telephony Application Programming Interface