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A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.
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Number of Calls Analysed
Customer Care Mission Statements
Backoffice FTE Calculation
FTE Calculation Question
What Exactly is FTE
Seat Utilization Ratio
Free Auto Scheduling Tools
Making Notes On Customers Account
Agent Login Productivity
AHT Glide Path (Learning Curve) Calculation
How to Calculate Concurrency AHT
How Do You Calculate Chat Occupancy?
How Do You Deal With Call Escalation?
Call Centre Headset Policies
Forecasting Service Levels In Absence of WFM
Number of Times to Call a Client
Performance Improvement Plan – PIP
Calls Or Customers Per Hour Calculation
SLA and Abandon Formulas In Erlang
Action Plans
Agents Break Times
Calculating Agent Availability %
Erlang X
Reverse Erlang
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How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
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Why Employees Suffer From Burnout and What To Do About It
Consumer Duty – How Can Contact Centres Help to Comply?
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The Key Elements of a CX Lifecycle and Ways to Improve It
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