## Backlog

The gross number of support contacts that have yet to be addressed or resolved within a set amount of time.‍

[Read more](/content/wfm-glossary/backlog/index.html)

## Back-office optimization (BOO)

Back-office optimization is the process of streamlining and automating workforce tasks that occur in a contact center.

[Read more](/content/wfm-glossary/back-office-optimization-boo/index.html)

## Blended agent

Blended agents are trained to handle both incoming and outgoing calls.

[Read more](/content/wfm-glossary/blended-agent/index.html)

## Business process outsourcing (BPO)

Business process outsourcing (BPO) is a method of subcontracting various business-related operations to third-party vendors.

[Read more](/content/wfm-glossary/business-process-outsourcing-bpo/index.html)