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[sticky] Post new questions on our new community question pages 1 rboynton 4 years
[sticky] No Advertising on this forum please 3 JoR 5 years
FTE Calculation - Manual VS ErLang C 4 JontyPearce 2 days
Inbound Process withNew York Stock ExchangeListedTelecommunicationCompany !!!! n 1 kall_asia 2 days
How to calculate the number of agents required 26 JontyPearce 2 weeks
Forum views - counter 2 JontyPearce 2 weeks
Floating calendar events in Avaya WFO 1 ClareSidgwick 3 weeks
Verint Call Recording 4 rachittiwari 3 weeks
Verint Impact 360 Manual 3 rachittiwari 3 weeks
Dynamic Schedules 8 drummssteven 4 weeks
Volume forecasting to specific day 3 drummssteven 4 weeks
Complaints Team Visit or Call 1 Kate_Nesbit 1 month
FTE can be misleading - Calculating Headcount 2 Mmarus 1 month
Absence issue 3 Mmarus 1 month
How to get a client/contract... 1 Dipi 2 months
Training for Outbound Forecasting 1 lzc 2 months
Chat % based on website hits 2 PJack 2 months
AVAYA WFM working pattern/shift issue 1 Lukepenry 2 months
At what point are you allowed to hang up on a caller? 27 Member service rep 2 months
Maintaining escalating IT maintenance cost 1 lklz 3 months
Calculating Agent Availability % 13 nahidbd501 3 months
How do you search the forum posts ? 2 JontyPearce 3 months
Games ideas for an Office Olympic themed incentive 4 JontyPearce 4 months
WFM Roles 3 SHAKESPC 4 months
Cisco/Calabrio WFM Issues 4 pbcharlie 4 months
Delivering and Embedding a new Service Model 1 Clare89 4 months
Could you give me some insights with below info to create a proper schedule? 1 sxia 4 months
Importance of call quality 3 ivrguru 5 months
Incoming and outgoing blending simulation 1 Dennis 5 months
Backoffice FTE Caculation 6 Dennis 5 months
Multi-Channel contact center staffing and Occupancy (from Erlang-C) 3 Dennis 5 months
Coaching to variances 4 Maureen S 5 months
discipline over fun??? 3 tracymacey123 5 months
Handling customers Bereavement and Empathy 3 Maureen S 6 months
Service Level Calculation 3 mikeh 6 months
how to transform from quality scoring to customer satisfaction 4 Graham Smith 6 months
WFM Objectives 4 Pricey 6 months
CLi Presentation 2 JontyPearce 7 months
AHT for Multi-Skilled Programs 2 JontyPearce 7 months
Integration in Call centers 2 JontyPearce 7 months
Ideas for Knowledge Guides for staff whilst handling calls 3 RosemaryNGC 7 months
Preview Diallers 2 JontyPearce 7 months
Shrinkage 2 JontyPearce 7 months
Up-selling/Cross-selling question 3 patrick.hendren 7 months
Reasonable hourly rate 2 JontyPearce 7 months
Visits and training 2 JontyPearce 7 months
Free Auto Scheduling Tools 6 Dannyt83 7 months
Chat Wait Time 2 JontyPearce 7 months
Translation Tool 2 JontyPearce 7 months
Where do you sell your old IT kit? 2 JontyPearce 7 months
BT Exchange engaged Tone 2 JontyPearce 7 months
Call centre auditor in Japan 2 JontyPearce 7 months
Back Office FTE Calculaiton 2 Nbrady1971 7 months
Genesys WFM 2 Laura 7 months
Contact Center Multi-channel Overview options? 3 IrishPaddy 7 months
IVR - drop-out rate 4 Maureen S 8 months
Call Center Adherence 5 Mmarus 8 months
'Live Chat' 2 JontyPearce 8 months
NICE IEX INTRADAY - Help 2 AEGB 8 months
Contact Centre Visits 7 winslade 8 months
Setting up an outbound call centre 3 Outbounders TV 8 months
FTE after shrinkage 2 Graham Smith 8 months
Verint Impact 360 error messge 3 Stephane 8 months
Cost Per Contact 3 stemiller78 8 months
Shrinkage and Absenteeism 2 JontyPearce 8 months
Adding shrinkage to workload FTE 2 JontyPearce 8 months
Forecasting volumes before and after specific holiday dates / events 6 JontyPearce 8 months
Call centre job interview 3 Jeremy_LynchieLinch 8 months
Creating a new roster... 2 JontyPearce 8 months
Listen to call with two different phone systems 2 JontyPearce 8 months
Executive Planning Template 2 JontyPearce 8 months
Abandoned Call Stats 2 JontyPearce 8 months
Entrance Messages & ASA/SL 2 JontyPearce 8 months
Resourcing/Forecasting Tool Cost - Small Scale 2 JontyPearce 9 months
Contact Rate 4 mcmayday 9 months
agents needed 4 JontyPearce 9 months
Moving to a 1st Line/2nd Line system 2 JontyPearce 9 months
FTE Calculations 10 JontyPearce 9 months
Glasgow Call Centre? 2 JontyPearce 9 months
Erlang Model - Long Handling Times 2 JontyPearce 9 months
Verint 360 Leave allowance 6 Barce 9 months
Outbound Calling Data Protection 2 KReid 9 months
Customers Completing Forms 3 Ollie12 9 months
Shadowing for New Starters 2 YN Lee 9 months
Prank Calls 2 YN Lee 9 months
Customer Satisfaction 6 Graham Smith 10 months
Schedule Adherence issues 4 kylemufc 10 months
Forecasting Abandoned Calls 7 mike heaton 10 months
Agent breaks and after call work management 4 DennyK 10 months
Help needed for Research 2 JontyPearce 10 months
Side by side call listening 5 Graham Smith 10 months
Entitlement to screen breaks 5 Laura 10 months
Anyone know how much a good IVR load testing service costs? 5 Chris83 10 months
what are your KPIs 4 afeltrin 11 months
Construcing new call center 3 tomerp 11 months
CC systems 3 ahmed.hatata 11 months
Call script 3 r.dimitrova 11 months
Negotiating a Service Level 6 YN Lee 11 months
Getting burned out 8 YN Lee 11 months
Software to manage Bonus 3 ahmed.hatata 11 months
need crm 2 ahmed.hatata 11 months
Email and customer management 2 ahmed.hatata 11 months
knowledge base benchmarking 2 ahmed.hatata 11 months
Building A Resource Plan 2 YN Lee 11 months
Home Working - Suitable Room In The Home? 2 YN Lee 11 months
Erlang with variable hours 4 YN Lee 11 months
Real Time (Service Delivery) set up 3 Oliver.Battye 11 months
Outbound Telemarketing System Requirements 7 chicagoinbound 12 months
What is working in your Call Centers? 2 YN Lee 1 year
Back Office 4 YN Lee 1 year
Setting up Chat 4 YN Lee 1 year
IVR set up and Call Driver data information 5 rboynton 1 year
Longer recruitment processes.... 2 YN Lee 1 year
voices for IVR 10 YN Lee 1 year
Managing a backlog 4 YN Lee 1 year
forecast vs actual 5 sandeep chaturvedi 1 year
Amending ASA on Verint 360 2 YN Lee 1 year
Industry standards 4 Graham Smith 1 year
CUCI 2 YN Lee 1 year
High Call Drop Issues 10 wasique 1 year
Call Reason Codes 3 Ivan 1 year
Erlang Calculator 2 Ivan 1 year
Campaign /Project /BPO 3 ysolanky 1 year
Agents software and experience they are having with it 6 YN Lee 1 year
Headset for newcommer (non-callcentre) 4 YN Lee 1 year
Too much absence issue 6 YN Lee 1 year
Wrap up/ After call work 4 YN Lee 1 year
1st Line Contact - 30, 60 & 90 day plan 2 YN Lee 1 year
Impact 360 Adherence 2 mikeh 1 year
Emails SL calculation with TAT 3 dnljvnnrmn 1 year
Back office staffing calculation 2 JontyPearce 1 year
Team Leaders Role 4 Resolution73 1 year
24/7 Shift Rota 3 Resolution73 1 year
Unwanted Contacts 6 JontyPearce 1 year
clearing a queries backlog 2 JontyPearce 1 year
Calculating staffing requirments 2 JontyPearce 1 year
Forecasting: Time Series and CMA 3 mikeh 1 year
Maintaining schedule fairness 2 Dougie Cameron 1 year
Adding Voice Channel - impact on contacts 2 JontyPearce 1 year
Resource Model Calculation 4 Ivan 1 year
no agent jobs in london 2 JontyPearce 1 year
Earlng Requirment Vs Actual 2 Ivan 1 year
Identifying repeat callers (Mitel) 2 JontyPearce 1 year
Offering Callback or Voicemail offerings 6 edickerson 1 year
FTE required 4 Ivan 1 year
MITEL real time SLA 2 AdHowell49 1 year
call centre set-up help 3 williamconley 1 year
Classifying Abandoned Calls 3 williamconley 1 year
Staff Requirement in Outbound Call Centreenvironment 2 williamconley 1 year
Cost efficiency 2 JontyPearce 1 year
TRaining advice 2 JontyPearce 1 year
QA - How to properly evaluate "Member Experience" 2 JontyPearce 1 year
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