Back-office Support

Workforce Optimization (WFO)

Workforce Optimization (WFO) is a strategy organizations use to maximize customer satisfaction with the least operational costs.

Workforce Management

Workforce Management (WFM) is an all encompassing term surrounding business processes around having the right number of people at the right times to meet estimated call volume expectations.

Virtual Call Center Software

Virtual call center software is any cloud-based contact center platform that allows organizations to run their contact center operations in any time zone, from anywhere in the world.

Total Contract Value (TCV)

Total Contract Value is the potential revenue associated with the contract and estimated at the commencement of the contract (e.g., sum total of revenue accrued to the service provider from the contract over the entire contract term, usually measured in m

Skills-Based Routing

Contact centers use Skill-based Routing (SBR) as a call-assignment strategy to align incoming calls to the best fitting associates, rather than the next available approach.

Shared Services

Shared services is a combination of business operations that are operated by many parts of the same organization.

Scale first CCO

Scale first CCO are executives like Chief Customer Officers and others who are looking to scale their Call Center Outsourcing operations, focused on strong minimal delivery and capabilities and a base price.

Robotic Process Automation (RPA)

Robotic Process Automation (RPA) is software with Artificial Intelligence (AI) and Machine Learning that handles common, high-volume, repetitive tasks, leading to cost savings and greater efficiency.

Robotic Desktop Automation (RDA)

Robotic Desktop Automation (RDA) is a part of larger group of automation tools used for enterprise-wide process and workflow improvements.

Procurement Outsourcing (PO)

Procurement Outsourcing (PO) is the transfer of ownership of some, or all procurement processes or functions to a service provider.

Prescriptive Analytics

Prescriptive Analytics prescribe and drive the behavior of a customer to act in a desired way toward a desired outcome based on the interpretation and analysis of multiple data sources.

Predictive Analytics

Predictive Analytics is the use of big data, Artificial Intelligence, advanced algorithms, and intuitive machine learning techniques to create predictions about future results based on historical data.