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><url><loc>https://connect.thinkhdi.com/glossary/available-state</loc><lastmod>2015-12-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/available-time</loc><lastmod>2015-12-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/average-delay</loc><lastmod>2015-12-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/average-delay-of-delayed-calls-addc</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/average-handle-time-aht</loc><lastmod>2016-01-08</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/average-hold-time</loc><lastmod>2015-12-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/average-length-of-call</loc><lastmod>2015-12-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/average-number-of-analysts-agents</loc><lastmod>2015-12-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/average-speed-of-answer-asa</loc><lastmod>2016-01-12</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/average-speed-to-abandonment</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/average-talk-time-att</loc><lastmod>2016-01-08</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/average-time-to-fix-attf</loc><lastmod>2015-12-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/average-wait-time</loc><lastmod>2016-01-15</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/back-out-plan</loc><lastmod>2015-12-16</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/backlog-work-in-progress-wip</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/balanced-scorecard</loc><lastmod>2016-01-02</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/balanced-scorecard-service-model</loc><lastmod>2016-01-02</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/baldrige-award</loc><lastmod>2015-12-16</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/base-staff</loc><lastmod>2015-12-16</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/baseline</loc><lastmod>2015-12-16</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/baselining</loc><lastmod>2015-12-16</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/benchmark</loc><lastmod>2015-12-16</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/benchmarking</loc><lastmod>2015-12-16</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/best-effort</loc><lastmod>2015-12-16</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/best-in-class</loc><lastmod>2015-12-16</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/best-practice</loc><lastmod>2015-12-16</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/bill-of-activity-boa</loc><lastmod>2015-12-16</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/blended-support</loc><lastmod>2015-12-16</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/blockage</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/blocked-call</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/blog</loc><lastmod>2015-12-17</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/brainstorming</loc><lastmod>2015-12-17</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/branch</loc><lastmod>2015-12-17</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/broadcast-message</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/bs-15000</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/bs-7799</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/build</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/business-case</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/business-continuity-management</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/business-continuity-plan-bcp</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/business-critical</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/business-impact-analysis-bia</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/business-intelligence-bi</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/business-process-management-bpm</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/business-process-outsourcing-bpo</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/business-process-re-engineering-bpr</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/busy-hour</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/byod</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/c-level-officer-or-cxo</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/calendar-time-elapsed</loc><lastmod>2015-12-18</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call</loc><lastmod>2015-12-28</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-accounting</loc><lastmod>2015-12-28</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-allocation-routing</loc><lastmod>2015-12-07</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-avoidance</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-back</loc><lastmod>2015-12-28</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-blending</loc><lastmod>2015-12-28</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-capture-rate-ccr</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-category</loc><lastmod>2015-12-28</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-center</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-control-variables</loc><lastmod>2015-12-28</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-cycle-time</loc><lastmod>2016-01-12</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-forcing</loc><lastmod>2015-12-28</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-interval</loc><lastmod>2016-01-07</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-load</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-logging</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-management</loc><lastmod>2016-01-05</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-management-system</loc><lastmod>2016-01-12</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-metrics</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-monitoring</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-parking</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-processing</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-processing-rate</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-resolution-rate</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-screening</loc><lastmod>2016-01-05</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-type</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/call-volume</loc><lastmod>2016-01-07</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/caller-id</loc><lastmod>2016-01-05</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/caller-tolerance</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/calls-in-progress</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/calls-in-queue</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/calls-per-analyst-agent</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/calls-per-period</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/capability-maturity-model-cmm</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/capability-maturity-model-integration-cmmi</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/capacity-management</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/capital-costs</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/capital-expenditure-capex</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/career-pathing</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/case</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/case-based-reasoning</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/case-management-system</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/categorization-knowledge-management</loc><lastmod>2016-01-15</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/categorization-support-center-cases</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/cause-and-effect-diagram</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/central-office</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/centralized</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/centrex</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/change</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/change-advisory-board-cab</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/change-management</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/chargeback</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/chat</loc><lastmod>2016-05-31</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/chief-information-officer</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/ci-level</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/cisa</loc><lastmod>2016-01-08</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/classification</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/client-server</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/closed</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/closed-call</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/closed-contact</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/closure</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/closure-code</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/cloud-computing</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/coaching</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/cobit</loc><lastmod>2016-01-08</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/code-of-practice-cop</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/collateral-duties</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/commercial-off-the-shelf-cots</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/compliance</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/component-failure-impact-analysis-cfia</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/computer-telephony-integration-cti</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/concurrent-users</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/conditional-routing</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/configuration-item-ci</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/configuration-management</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/configuration-management-database-cmdb</loc><lastmod>2016-01-02</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/configuration-management-system-cms</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/consultant</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/contact</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/contact-center</loc><lastmod>2016-01-15</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/contact-channel</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/contact-history</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/contact-processing-rate</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/contact-routing</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/content-management-system-cms</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/continual-process-improvement-cpi</loc><lastmod>2016-01-08</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/continual-service-improvement-csi</loc><lastmod>2016-01-08</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/controlled-busies</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/cost-center</loc><lastmod>2016-01-12</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/cost-of-delay</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/cost-per-analyst</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/cost-per-call</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/cost-per-contact</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/cost-per-minute</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/countermeasure</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/coverage</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/critical-success-factor-csf</loc><lastmod>2016-04-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/cross-training</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/culture</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/customer</loc><lastmod>2016-01-07</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/customer-experience</loc><lastmod>2015-12-30</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/customer-facing</loc><lastmod>2016-01-02</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/customer-interface</loc><lastmod>2016-01-02</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/customer-relationship-management-crm</loc><lastmod>2016-01-02</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/customer-satisfaction-index-csi</loc><lastmod>2016-01-02</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/customer-satisfaction-survey</loc><lastmod>2016-01-02</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/customer-service-representative-csr</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/customer-service-skills</loc><lastmod>2016-01-02</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/cybersecurity</loc><lastmod>2016-02-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/dashboard-data</loc><lastmod>2016-01-02</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/database</loc><lastmod>2016-01-08</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/database-administrtor-dba</loc><lastmod>2016-01-02</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/database-call-handling</loc><lastmod>2016-01-02</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/decentralized</loc><lastmod>2015-12-29</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/decision-tree</loc><lastmod>2015-12-17</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/dedicated</loc><lastmod>2016-01-02</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/definitive-hardware-store-dhs</loc><lastmod>2016-01-02</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/definitive-software-library-dsl</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/delay</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/delay-announcements</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/delay-before-abandoning-rate</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/delay-in-queue</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/delay-time</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/delayed-call</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/deliverable</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/deming-cycle</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/desktop</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/desktop-management-interface-dmi</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/desktop-support</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/desktop-support-manager</loc><lastmod>2016-01-05</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/desktop-support-team-lead-dstl</loc><lastmod>2016-01-04</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/desktop-support-technician-dst</loc><lastmod>2017-03-31</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/devops</loc><lastmod>2016-01-15</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/diagnose</loc><lastmod>2016-01-05</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/diagnostic-aids</loc><lastmod>2016-01-05</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/diagnostic-script</loc><lastmod>2016-01-05</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/dialed-number-identification-service-dnis</loc><lastmod>2016-01-05</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/digital</loc><lastmod>2016-01-05</lastmod></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thinkhdi.com/glossary/mean-time-between-service-incidents</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/mean-time-to-repair-mttr</loc><lastmod>2016-05-24</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/mean-time-to-resolve-mttr</loc><lastmod>2016-05-24</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/mean-time-to-restore-service-mtrs</loc><lastmod>2015-12-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/measured-time</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/mentor-coach</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/mentoring-coaching</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/message-center</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/message-on-hold-moh</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/metric</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/middleware</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/mission-statement</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/mobile-device</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/mobile-device-management-mdm</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/modeling</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/module</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/moment-of-truth</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/monitoring</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/multilevel-or-multi-tiered-service-desk</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/multimedia</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/needs-analysis-assessment</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/net-promoter-score-nps</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/network-operations-center-noc</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/network-security</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/next-available-agent-analyst</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/noise-canceling-headset</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/non-acd-in-calls</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/non-problem-contact</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/north-american-numbering-plan-nanp</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/not-ready-state</loc><lastmod>2016-01-12</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/notification</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/objective</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/occupancy</loc><lastmod>2016-01-13</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/occupancy-percentage-occpercent</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/oem</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/off-peak</loc><lastmod>2016-01-11</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/offered-calls</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/on-the-hook-off-the-hook</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/onboarding</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/one-time-survey</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/ongoing-survey</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/online-documentation</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/open-calls</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/open-requestsopen-casesopen-incidentsopen-tickets</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/open-source</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/operating-costs</loc><lastmod>2016-01-06</lastmod></url><url><loc>https://connect.thinkhdi.com/glossary/operating-expenses-opex</loc><lastmod>2016-01-06<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